Posted today
Unspecified
$65,000 - $90,000
Occasional travel
IT - Support
Remote/Hybrid•Washington, DC (On-Site/Office)
Overview: The Squires Group is seeking a highly organized and detail-oriented professional to provide Tier 2 Technician support for our local client. This role is primarily remote, with occasional in-person company meetings and events within the DC metropolitan area. Candidates must be local to the DC area.
Responsibilities:
• Provide tier two support to end users remotely or on customer site
• Work on escalated tickets to find timely resolutions to complex customer issues
• Install, configure, patch, support and maintain various Windows and Mac operating systems
• Deploy hardware including workstations, monitors, and other PC peripherals
• Identify users' needs; analyze, isolate, and prevent issues
• Interface with customers in a professional manner, over the phone and in person
• Must be able to perform and meet expectations with minimal supervision
• Handling customer technical support cases through phone and email submission
• Updating the company documentation with any new or changed information.
• Maintain client confidence by keeping their information confidential
• Preparing reference material for users by drafting operation instructions
• Advanced Troubleshooting: Resolve more complex technical issues that were escalated from Tier 1. Including, but not limited to: DNS issues, database problems, VPN setups, application integrations, server modifications, and more.
• End-User Training: Provide guidance and training to end-users on using software and systems more effectively.
• Incident Management: Manage incidents from start to finish, ensuring timely resolution and customer satisfaction.
• Root Cause Analysis: Analyze recurring issues and work on permanent solutions to prevent future incidents.
• Network Troubleshooting: Diagnose and address network connectivity problems, including firewalls, switches, WAPs, and VPNs.
• Server Administration: Understands and performs server maintenance and administration tasks.
• Documentation and Knowledge Management: Contribute to the development and improvement of the knowledge base.
Qualifications:
• You must have experience with provisioning, administering, and troubleshooting various components of Office 365 including but not limited to Sharepoint, Teams, Exchange Online, Entra ID, Intune, and more.
• You must have experience with networking protocols and equipment including but not limited to physical and virtual firewalls, layer 2/3 switching, DNS, DHCP, TCP/IP, and more.
• You have familiarity with Microsoft Dynamics.
• You are a rising star who has ambitious plans for their career and the determination to see them through.
• You are a lifelong student with an unquenchable thirst for knowledge.
• You have a proven track record of executional excellence.
• You have 4+ years of customer service/service industry experience.
• You have 4+ years of tech support experience.
• 1+ years of MSP experience is strongly preferred.
• You have or are working toward a BA/BS in computer science or a related fit. Or, have/are pursuing technical certifications.
• Must have a valid license, vehicle and insurance
Check out our Referral Program!
The Squires Group will pay you for every qualified professional that you refer and we place. If you see a position posted by The Squires Group and know the perfect person for the job, please send us your referral. For more information, go to https://bit.ly/squiresreferral.
The Squires Group, Inc. is an Equal Opportunity/Affirmative Action Employer.
Responsibilities:
• Provide tier two support to end users remotely or on customer site
• Work on escalated tickets to find timely resolutions to complex customer issues
• Install, configure, patch, support and maintain various Windows and Mac operating systems
• Deploy hardware including workstations, monitors, and other PC peripherals
• Identify users' needs; analyze, isolate, and prevent issues
• Interface with customers in a professional manner, over the phone and in person
• Must be able to perform and meet expectations with minimal supervision
• Handling customer technical support cases through phone and email submission
• Updating the company documentation with any new or changed information.
• Maintain client confidence by keeping their information confidential
• Preparing reference material for users by drafting operation instructions
• Advanced Troubleshooting: Resolve more complex technical issues that were escalated from Tier 1. Including, but not limited to: DNS issues, database problems, VPN setups, application integrations, server modifications, and more.
• End-User Training: Provide guidance and training to end-users on using software and systems more effectively.
• Incident Management: Manage incidents from start to finish, ensuring timely resolution and customer satisfaction.
• Root Cause Analysis: Analyze recurring issues and work on permanent solutions to prevent future incidents.
• Network Troubleshooting: Diagnose and address network connectivity problems, including firewalls, switches, WAPs, and VPNs.
• Server Administration: Understands and performs server maintenance and administration tasks.
• Documentation and Knowledge Management: Contribute to the development and improvement of the knowledge base.
Qualifications:
• You must have experience with provisioning, administering, and troubleshooting various components of Office 365 including but not limited to Sharepoint, Teams, Exchange Online, Entra ID, Intune, and more.
• You must have experience with networking protocols and equipment including but not limited to physical and virtual firewalls, layer 2/3 switching, DNS, DHCP, TCP/IP, and more.
• You have familiarity with Microsoft Dynamics.
• You are a rising star who has ambitious plans for their career and the determination to see them through.
• You are a lifelong student with an unquenchable thirst for knowledge.
• You have a proven track record of executional excellence.
• You have 4+ years of customer service/service industry experience.
• You have 4+ years of tech support experience.
• 1+ years of MSP experience is strongly preferred.
• You have or are working toward a BA/BS in computer science or a related fit. Or, have/are pursuing technical certifications.
• Must have a valid license, vehicle and insurance
Check out our Referral Program!
The Squires Group will pay you for every qualified professional that you refer and we place. If you see a position posted by The Squires Group and know the perfect person for the job, please send us your referral. For more information, go to https://bit.ly/squiresreferral.
The Squires Group, Inc. is an Equal Opportunity/Affirmative Action Employer.
group id: 10115109
