IT Support Technician II
MB Consulting Group - Clayton, MO

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IT Support Technician II/Field Technician
MB Consulting Group, a provider of customized IT services located in Clayton, has career opportunities available for Field Technicians to join our growing team. If you are ready for change, growth and an environment that moves quickly to jump on the needs of our clients and staying ahead of technology trends, then MBCG is the place for you!
MBCG offers its staff an opportunity to learn and continuously develop their skills throughout their career. We pride ourselves on being strategic, technological partners to our clients and know that our staff makes the difference in providing excellent service.
We offer employer paid health insurance for our employees, time away from work benefits and also pay 100% of parking along with other benefits, but more importantly, an exciting, challenging career path.
As a Tier 2 Field Technician you are responsible for supporting technologies that will help us deliver world class service to our clients. Your passion for technology is balanced by your understanding of processes and procedures, and how they relate to small business. As a mentor to the Service Desk, you will lead by example. You will provide innovative solutions that showcase your strong technical knowledge. As part of the team, you will share and communicate ideas and knowledge to all members of our organization. We are located in Clayton but travel throughout St. Louis will be required and most work will be performed at client sites.

Responsibilities:
Provide technical leadership to Service Desk technicians
Tier 2 incident and problem management, diagnosis, escalation, tracking, and resolution
Provide outstanding customer service and a positive support experience by interfacing directly with clients on issues, communicating with clients in a clear, concise manner
Serve as a functional escalation point and resolve technical issues the Service Desk is unable to resolve, escalating to Tier 3 when required
Follow established processes and standards, identify and propose improvements as necessary
Maintain a high level knowledge of desktop, network, and mobile technologies
Assist in developing technical documentation to improve training and service delivery
Act as a resource on projects
Provide preventative maintenance services for clients 2 - 4 times a month
Provide onsite client service as required
Provide after hours and on-call support as needed
Perform other duties as assigned

Requirements:
Bachelor's Degree preferred, but not required
2 - 4 years industry experience, preferably in a managed services provider environment
Experience working in a team environment
Ability and comfort with working directly with clients
Excellent documentation skills, ability to write technical processes and procedures
MCSA or MCTS certification or higher
License and own vehicle, willingness to travel within the St. Louis area

Technical Skills:
Experience installing and supporting Microsoft Windows 2000, XP, Vista, Windows 7, and Mac OS X.
Strong experience with Microsoft Small Business Server, Windows Server 2003/2008, Exchange 2003/2007/2010
Office 2003/2007
Virus/malware remediation
Active Directory
Network diagnostic tools
Knowledge of network protocols, technologies, services, and monitoring tools
Troubleshooting WAN/LAN technologies and associated routing and security
VPN technologies
Smartphones and tablets
Ability to read logs and event viewer, and diagnose advanced problems
Understanding of priority levels and escalation process
Intimate knowledge and troubleshooting ability
Advanced disaster recovery
Understanding of DNS and movement of MX and A records
Active Directory and Group Policy application

Personal Skills:
Excellent verbal and written communicator, comfortable phone demeanor
Adhere to standards, policies, and procedures
Ability to handle emergency situations in a calm fashion, and lead teams in such situations as needed
Exceptional problem solving and leadership abilities
Strong attention to detail and deadline oriented
Desire to learn and mentor