The Level 2 Technician/Engineer is responsible for providing exceptional support and assistance to our clients. They should have strong technical aptitudes backed by at least 2-4 years of relevant experience, and must be an excellent communicator who can manage clients and provide strong guidance.
The pace and demands in this environment are typically greater than in an “in-house” position. The ideal candidate will be a solid, dependable Technician/Engineer who can follow directions and maximize billing opportunities while promptly communicating ETAs to clients. They should be able to lead pre-project work briefings with each client on each project, and then execute solutions with a high degree of success. This person will be required to integrate and solve problems in various environments including Windows Server, MS 365 Platform, Networking, VPNs, Firewalls, Backup Systems, Cloud, Security, Wireless, specific user requirements and more.
Credentials and Experience:
- At least 2-4 years of relevant experience in Networking, Firewalls, Desktop support, MS 365, Mobile Messaging, MFA, Hardware Technologies, Data Backup and Recovery Support
- 4+ years of relevant service IT experience
- At least one relevant certification
- Bachelor’s Degree, Associate’s Degree or equivalent is a plus
Knowledge, Skills and Abilities:
- Hands-on experience with IT support and Windows desktop support
- MS 365 Platform and Security
- Understanding of TCP/IP and troubleshooting Internet connectivity
- Experience with Network Infrastructure (Switches, Firewalls , ISP routers, Wireless)
- Experience with switches, patch panels and connecting devices to a network
- Understanding of DNS services
- Working knowledge of wireless technologies
- Cyber Security skills a plus
- Experience creating and maintaining technical support and documentation
- Troubleshooting experience including network performance analysis and root cause analysis
- Very strong written and verbal communication skills
- Strong organizational and planning skills
- Managing your clients and working with PCG team to give them the best possible IT experience
- Maintains cooperative working relationships with other departments, service providers, company and vendor support organizations
- Consistently receives good client feedback (CSAT)
- Outstanding judgment and the ability to interact with all team members
Must be authorized to work in the US
Valid driver’s license
Criminal background check necessary for employment
Benefits:
- Competitive salary based on experience and qualifications
- Bonus (Monthly for meeting metrics)
- Flexible work environment (Office, remote and on site)
- IRA, Health, Vision, and Dental
- Full on-the-job training and support
- World class culture and Fun working environment
- Great opportunities for advancement
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
