Technical Support Technician Tier II

Job Description:

blueRock Technologies is seeking a new member of our IT Team! The Technical Support Technician Tier II will work along-side our Service Desk Team, providing first and second-tier support tasks and advanced troubleshooting 

 Job Responsibilities: 

  • Provides first and second-tier end user support and software, hardware, and network assistance. 
  • Answer incoming IT service desk calls and create service tickets in the ticketing system 
  • Act as escalation point for requests and incidents. 
  • Manage and triage multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution. 
  • Follow-up with clients on status of open tickets. 
  • Installs (moves, adds, changes), maintains and configures VoIP phones, PCs, network printers and other computing devices. 
  • Actively contribute to ongoing process improvement. 
  • Create and maintain technical documentation about common problems/fixes, computer systems, servers and network layouts. 
  • Record all time spent on tickets and client accounts in time reporting software on a daily basis. 
  • Submit timesheets and other cost tracking reports on a weekly basis with accuracy. 

Job Requirements: 

  • Experience of at least 5 years in a service desk or helpdesk environment. 
  • Capability to efficiently complete tasks in a fast-paced environment. 
  • Good communication skills and client service skills. 
  • Ability to work with peers in a team effort. 
  • Experience in working with team members to accomplish common goals. 
  • Ability to work a rotating on-call shift. 
  • Ability to analyze problems, recommend solutions and see them through to resolution. 

Required Technical Skills: 

  • Windows Server 2008/2012/2016 
  • Office 365 Admin experience. 
  • PowerShell 
  • Knowledge of Windows and Mac OS 
  • Understanding of Networking: Routing, subnets, UDP, TCP, IP and VLANs. 
  • Networking with firewall/wireless configurations to include but not limited to SonicWall, Meraki, and Ubiquiti. 

Benefits Offered:

  • Paid time off
  • Health insurance
  • HSA matching
  • Dental insurance
  • Vision insurance
  • 401K + company matching
  • Short & Long-term disability
  • Life insurance


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