FIELD TECHNICIAN - TIER II

Position Summary

The main focus of this position is to support our managed clients' network infrastructures and the end users by going onsite for work that cannot be performed remotely.  This position will be part of our Service Team and will work together to execute the primary duties and responsibilities of the department. There will be certain tasks that require time spent outside of standard business hours, such as an on-call rotation.

Essential Duties & Responsibilities

  • Onsite support of Mytech Partner’s managed services clients from 8:00AM – 5:00PM, M-F (1 hr lunch break)
  • Respond to client service requests
  • Troubleshoot client technical issues
  • Work with third party vendors to resolve client technical problems
  • Serve as an escalation point for L1 engineers
  • Answer phone calls and assist with after-hours emergency support
  • Assist in disaster recovery and emergency situations
  • Perform scheduled maintenance for client networks
  • Assist with application updates, platform upgrades, and patching
  • Document all steps taken and issue resolution

Qualifications

  • Minimum 2-years industry experience, specifically supporting Microsoft-based environments
  • Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment
  • Experience supporting the following technologies:
    • Required: Windows Desktop OS’s, Windows Server Platforms, Active Directory, Group Policy
    • Preferred: Exchange platforms, VLAN, VPN, HP & Cisco switch configurations, routing, wireless, Cisco and SonicWALL firewall solutions
  • Ability to concisely document processes, issues, resolutions; strong writing skills required
  • Ability to multi-task, prioritize and respond with a sense of urgency
  • Strong problem solving and critical thinking abilities
  • Ability to successfully and effectively work independently and within a team structure
  • Self-motivated and responsive to management and clients
  • Experience working with ticketing software desired
  • Demonstrated knowledge of standard help desk service call methods and procedures
  • Exceptional ability to develop productive and positive customer relationships

Please send a cover letter and a resume to jobs@mytech.com if you are interested. (please specify which location: Colorado or Minnesota)

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