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Level 2 Support Technician

NorDutch Technologies, Inc.
32 North Russell Road, Albany, NY 12206
Full-time

Location

32 North Russell Road, Albany, NY 12206

Benefits
Pulled from the full job description

  • AD&D insurance
  • Adoption assistance
  • Commuter assistance
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account

Full job description

NorDutch Technologies is a growing Managed Services Provider (MSP) located in Franklin TN (Nashville) and Albany NY. We are seeking an individual with a passion for supporting technology and end users. The ideal candidate will have 3+ years’ experience working in an MSP environment. This position is for a Level 2 Support Technician. We provide onsite support to our clients in the greater Nashville and Albany areas as well as remote support to our customers throughout the US.

Work Hours & Benefits:

  • Full Time; Monday-Friday 8:00am-5:00pm (On-Call ~1 week per month)
  • 10 Vacation Days, 5 Sick Days, Medical (65% Employer-Paid), Dental (65% Employer-Paid), Vision (65% Employer-Paid), FSA/HSA, Employer-Paid STD/LTD, Employer-Paid Basic Life & AD&D Insurance, Employee Assistance Program, Adoption Assistance, Education Reimbursement, Commuter Benefits, Exclusive Discounts, and access to thousands of online training courses.

Duties/Responsibilities:

  • Experience with servicing and supporting SMB networks/products
  • Experience with onsite user support at client sites
  • Experience with remote support of clients
  • Servicing and supporting SMB networks/products
  • Onsite user support at client sites
  • Remote support of clients
  • Ability to provide escalation support from Level 1
  • Identifies, investigates, and resolves users’ problems with computer software and hardware.
  • Configure new computer and network hardware for implementation.
  • Consults with users to determine steps and procedures needed to resolve the problem and to narrow down the root of the problem.
  • Guides users through the diagnostic and troubleshooting process, which may include use of diagnostic tools and software and/or following verbal instructions.
  • Collaborates with other personnel to research and resolve problems.
  • Performs other related duties as assigned.

Provide day to day operational support for:

  • Desktop and Server Operating Systems (Windows, Mac, Linux)
  • Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
  • Networking Devices (Firewalls, Switches, Access Points)
  • Line of Business Applications
  • Hardware peripherals (printers, monitors, docking stations, webcams, etc.)
  • Mobile devices

Required Aptitudes:

  • Empathetic Listener, Personable
  • Professional, Positive, Can-Do Attitude
  • Passion for learning and continuous skill-attainment
  • Takes responsibility for a task through completion
  • Willing to tackle problems even if never seen before
  • Ability to have technical conversations with non-technical people
  • Solid written communication skills for documentation and communication with clients
  • Security-minded

Required Technical Skills Should be comfortable, if not an expert on the following technologies:

  • Strong Microsoft 365 & Azure AD
  • Windows PC & Server operating systems
  • Active Directory administration
  • Virtualization technologies
  • Group Policy creation/troubleshooting
  • Networking skills - Switches, Routers, Wi-Fi, VLANS, etc.

Physical Requirements:

  • Ability to regularly sit and/or stand for lengthy amounts of time, bending and reaching as necessary
  • Frequent use of fingers/hands to manipulate computer, telephone, and other standard office equipment
  • Frequent documentation by handwriting
  • Ability to regularly lift and/or move up to 10 lbs.; frequently lift and/or move up to 25 lbs. and occasionally lift and/or move up to 50 lbs.
  • Must be able to accommodate working in a moderate noise level environment

Experience:

  • Troubleshooting: 3-5 years (Preferred)
  • Windows: 3-5 years (Preferred)

Additional requirements:

  • Valid driver’s license and reliable transportation
  • Ability to successfully pass background check
  • Must live in greater Nashville, TN area to be considered

Work Location:

  • Albany, NY Office most days
  • ~25% customer travel required

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

  • Dental insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Paid time off
  • Professional development assistance
  • Vision insurance

Schedule:

  • Monday to Friday

Education:

  • Associate (Required)

Experience:

  • Windows Support: 3 years (Required)
  • Microsoft 365 Administration: 3 years (Required)

License/Certification:

  • Driver's License (Required)

Willingness to travel:

  • 25% (Required)

Work Location: One location