Opportunity: L2 (Level II) Service Desk Technician

What you’ll do:

The L2 (Level II) Service Desk Technician will be part of a technical support team providing a single point of contact for the efficient resolution of technical issues and service requests. This critical role is accountable for analyzing and managing Client events to ensure that world class service and support is provided to clients at agreed to levels. You will be managing multiple priorities, generating innovative solutions and further developing the skills required to continue to support our clients.

The appropriate person will also be an integral part of the continued growth and development of their fellow support desk technicians. Mentoring L1 (Level I) analysts and acting as a liaison between the support desk and engineering.

Please note that this is not a L1, tier 1 or entry level position.

Who we are:

Absolute Logic is a privately held Managed IT & Managed Security Service Provider headquartered in Wilton, CT. For nearly30 years, we’ve driven client success by assessing, architecting, implementing, managing and protecting the IT that runs business. We do all of this by collaborating with best-of-breed technology partners to deliver exceptional value and customized IT solutions that support business growth. We have the operational and technical expertise to deliver results across a client’s business. From cloud, on-prem and hybrid, single-office to multi-location, networks to security, and all endpoints, servers, workstations, and storage, we leverage our abilities in consulting, technology, and outsourcing to advance client possibilities, reduce risks, and cut operational costs.

What we offer

We offer a competitive salary plus benefits plan.

Where you’ll work

In our Wilton, CT office

Your Responsibilities

  • Senior level IT support and escalation point for L1 analysts.
  • Knowledge of virtualization platforms including VMware and Microsoft Hyper-V.
  • Maintain and troubleshoot Microsoft related technologies such as Azure, Windows Server, Hyper-V, Active Directory, DNS, DHCP, Exchange, Office 365, SQL, SharePoint, Windows 7/8/10.
  • Configure, troubleshoot and maintain firewalls, switches, and other various network appliances.
  • Remote access implementation and support: VPN, RDS/Terminal Services, and Citrix
  • Communicate effectively with clients and internal resources, including account management, to ensure that all client issues and opportunities are being addressed in a timely and high-quality manner
  • Interface with appropriate technical personnel, including Vendor support, for client problems that cannot be resolved effectively by the network operations center staff
  • Understand overall service desk objectives, as well as the role and function of each team member
  • Risk identification, communication, and mitigation.
  • Create and Maintain relevant client documentation.
  • Assist in maintaining the remote monitoring and management system

Additional Responsibilities

  • Identify and communicate potential areas for improvement.
  • Continually seek opportunities to increase client satisfaction and deepen client relationships
  • Evaluate support tickets before escalation to senior engineering staff.
  • Ensure escalated issues follow established standards and procedures
  • Identify and recommend options from Absolute Logic’s service catalog that relates to the client’s needs
  • Document internal processes and procedures related to duties and responsibilities
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Available Benefits:

  • Paid vacation time
  • Medical coverage
  • And more

Qualifications

About You:

  • Self-motivated with the ability to work in a fast-moving environment
  • Deep understanding of Windows, networking, firewalls, end-point protection, network architecture, and virtualization.
  • Desire to provide high-levels of customer services.
  • Ability to multi-task and adapt to changes quickly
  • Strong organizational, presentation, and client service skills
  • Demonstrated customer service skills, including verbal and written communications.
  • Experience with Connectwise and Kaseya Preferred
  • Knowledge of OS X and Mac technologies preferred, but not required.
  • Knowledge of HA (High Availability) technologies preferred, but not required.
  • Knowledge of SAN technologies preferred, but not required.

Experience Recommendations:

  • BA/BS, preferably in computer science, information technology, or equivalent work experience.
  • 4-6 years of IT support experience, preferably in the MSP space.
  • Professional IT Certifications, such as: Microsoft MCP, MCSA, Cisco CCNA, VMWare VCP, HPE Server and Storage, preferred.
  • Knowledge of VMware and Hyper-V HA (High Availability) technologies a plus.
  • Knowledge of OS X and other Apple technologies a plus.
  • Knowledge of SAN and other storage technologies a plus.
  • Must have previous technical support experience.
  • Experience in the implementation and support of VMWare and/or Hyper-V production environments

To apply for this opportunity, please send your resume and a cover letter by clicking the Apply now button below.

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