Tier 2 IT Support Engineer (not an entry level position)
RYC Business IT
Miami FL

Compensation
$40,000 to $70,000 Annually – Commensurate with Experience

Employment Type
Full-Time

Why Work Here?

We are on the hunt for a dynamic, self-motivated and innovative professional to join our team in a role that is sure to challenge and inspire. Just like our founder, we are seeking someone who is not afraid to think outside the box, take initiative, and bring new, transformative ideas to the table.

The ideal candidate will not be deterred by obstacles but will see them as opportunities to learn and grow. A tireless work ethic, relentless curiosity, and a desire to impact are key traits that will make you a successful member of our team.

You will be working closely with our company founder, providing you with the chance to learn directly from an industry trailblazer. If you are eager to develop your career, to make a significant impact and are ready for a challenge, we would love to hear from you.

Responsibilities:

• Be ready to wear multiple hats and thrive in a dynamic and often self-directed environment.
• Bring innovative ideas to the table and don't hesitate to voice them - we love creativity and fresh perspectives!
• Show a relentless drive towards achieving goals and setting new ones.

Qualifications:

• Relevant experience in our industry, or a clear passion and commitment to dive in and learn fast.
• Proven ability to work proactively, showing initiative and drive.
• Strong problem-solving skills and the ability to think outside the box.
• Excellent communication skills.
• GoogleFu Rank: Black Belt - Grand Master Level
• Excellent Documentation skills - knowing what to document, how to document it, and in such a way that is easy to find and use
• *Existing* Home Lab required.
• Applicants with a private domain e-mail addresses using Office 365 or Google Workspace will receive priority visibility
• Microsoft Intune
• Microsoft Azure Virtualization and VNETs
• Powershell scripting for PC and Office365
• Microsoft 365 and Google Workplace
• Microsoft Defender for Office365

Experience with these is a plus: 

• VoIP
• GAM and GYB
• VMWare
• Mimecast and Proofpoint
• VEEAM

Should have understanding of:

• Hypervisors and Virtualization
• Advanced DNS
• Switching, Firewalls and Firewall rules, basic routing, VLANs, ACLs,
• SSO, SAML, oAuth

Our team is small but mighty, and the work you do will have a significant impact. We are more than just a company - we are a community of driven individuals looking to make a difference. We hope to find a team member who mirrors our core values and will help us push the boundaries of what is possible.

If you're starting your professional career and seeking an extraordinary career trajectory and a chance to make a difference, don't hesitate. Apply today and let's explore the future together.

Our Core Values:

Quality – Provide products and services that exceed what customers expect. The right tools for staff, comfortable work environment. How well we give staff and customers meaningful, complete, A-Z solutions.

Compassion – Don’t be an IT guy, seeing issues through your own lens.  Put yourself in the other persons shoes and address the issue from their perspective. Their situation is not the technology, it’s the interruption to work, having a bad day, missing a deadline. Understand they may be frustrated, not just need a fix. Show the other party that you care about their predicament.

Excellence – Not perfection. Mistakes are not failure. Striving to provide the best “you” you can. Owning mistakes, making corrections, and learning from them. Be self-motivated to be better tomorrow than you were today.

Accountability – Take responsibility for your actions. You are in control of the results of your undertaking. We are results driven, therefor it is expected that we all hold each other accountable to those results. We look for solutions, not excuses or blame.

Our Passion:

Helping people improve the way they work and live.

What WE do Best:

We use innovation & compassion to provide quality IT solutions to small-to-medium businesses.

This position requires previous experience working as an IT Support technician. This is not an entry level position. We are looking for candidates with 3-4 years of experience in the Information Technology field. A Level 2 Engineer is not someone that is expected to architect or design solutions and IT systems, but is someone that is expected to be able to troubleshoot, secure, and repair any existing systems.

The number one goal of everyone in our team is to make our clients exceptionally happy. The Tier 2 IT Support Technician plays an important role in making sure that happens.

The Tier 2 IT Support Technician handles the level 2 support requests that come in from our clients and get escalated from the level 1 Support Desk team. They also work on repeatable process project work such as IT infrastructure installation and configuration.

When additional help is needed the Tier 2 IT Support Technician can get help from or escalate issues to the Tier 3 IT Support Technician.

RESPONSIBILITIES & TASKS

Customer service

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced remote troubleshooting
• Remote Hardware Maintenance and Support

Use of our Ticketing System

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

Use of our Remote Monitoring & Management Tool (RMM)

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

Project Work

• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the L2 Technician may be required to help with project delivery

Communication, Reporting & Risk

• Escalate tickets that require Senior L3 Technician support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Teamwork

• Mentor the Level 1 Technician team members
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Manager

SKILLS & ATTRIBUTES DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services 
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced experience and knowledge of working with the Microsoft 365 Platform & Google Workspace
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• Driver’s license
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Server+, Network+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

CAREER GROWTH

For someone looking to progress their role, the Tier 2 IT Support Technician naturally leads into roles such as: the Tier 3 IT Support Technician, Service Delivery Manager, and more