Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job Description: Tier 2 Technician
About you:
· You love computers, software, and technology
· You love to learn and explore new systems
· When you find a problem, you know how to find a solution
· You have an advanced understanding of network, server and workstation troubleshooting
· Given the choice to get mad or get motivated, you choose to be motivated
About Devfuzion:
· The largest provider of IT and Security Managed Services in the Tri-Cities market
· Growing team of professionals with backgrounds from multiple industries
· Committed to providing our employees with the best benefits and coverages in the area
· Dynamic customer environment serving over 4,000 end users each month
· Co-workers with a variety of interests from motorcycles and cars to gaming
The Job:
Devfuzion is a fast-paced MSP looking for the best Tier 2 Technicians to work in the Tri-Cities, WA. The Tier 2 Technician is responsible for maintaining the design and integrity of customer internal systems, including hosted cloud environments. The Tier 2 Technician is able to do on-site and remote troubleshooting for customer locations. The candidate must be able to clearly and effectively communicate technical needs and resolutions to customers, work well in a team environment, and always demonstrate a professional work ethic .
Duties:
· Handle Tier 1 help desk escalations through tickets or phone
· Follow up on outstanding requests and ensure timely resolution
· Assist customers remotely or on-site in a variety of environments
· Answer calls within your call que and escalate issues as needed
· Manage and monitor customer assets to ensure accurate inventory records
· Other duties may be added and/or assigned as needed
Knowledge:
· IT Support relating to issues with the network systems and infrastructure.
· Support services for Microsoft related technologies: Windows Server, Exchange, SQL, Terminal Server, etc.
· Support services for virtualization technologies: VMware and Microsoft Hyper-V.
· Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
· Administer hosted and cloud solutions for customers using technologies that meet their requirements.
· Support disaster recovery solutions.
· Remote access solution support: VPN, IPsec, etc....
· Monitor remote management systems and management alerts and notifications and respond accordingly through service tickets.
· Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
· Document maintenance for all computer systems and network infrastructure.
· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Experience Preferences:
Benefits:
Note: This position will require travel, good driving record and on-call rotation for nights and weekends. Our office is located in Kennewick WA.'
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Work Location:
Work Remotely
Job Type: Full-time
Pay: From $22.00 per hour
Benefits:
Schedule:
Education:
Experience:
Ability to Relocate:
Work Location: In person
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