Field Service IT Technician - Level 2

Anatomy IT•Charlotte, NC

17h•Hybrid

About The Position

The Field Service Technician - Level 2 position is a highly motivated team player with excellent interpersonal skills. This position is exempt and hybrid allowing you to work from home if not working onsite at one of our clients. Your main role will be to support clients at their locations and the expectation is this role is 80% or more onsite. You will work on requests for technical support by telephone, email, or Chat while not at a client location and troubleshoot diverse issues with workstations, peripherals, industry line of business applications, and server infrastructures. End-user and team member support is the overall expectation of this role. Interacting with vendor support contacts to identify and resolve issues on various computing equipment is part of this role.

Requirements

Basic understanding of Active Directory OU Structure; ability to create security groups and apply NTFS permissions
Basic understanding of Managed Backup software(s) and file restoration; perform a virtual disk restore
Basic understanding of namespace and DFS replication; ability to identify replicated folders and namespace servers
Ability to identify when an issue is DNS related; ability to check DHCP for correct settings (Gateway/DNS servers), identify DHCP device, and understand A Records, CNAME, and MX records
Basic understanding of folder inherence; ability to create and modify file permissions, and identify and perform basic troubleshooting
Ability to identify and troubleshoot InTune issue; modify existing InTune policies
Exchange/Office 365
Understand mail flow from sender to recipient
Update/change Send & Receive Connectors
Legal Hold/eDiscovery/Compliance
Creating new Transport rules
Ability to install a network printer on the server and perform advanced diagnostics, as well as scan to email setup and scan to folder setup
Experience with Network Printing including how to add a printer to Print Management, and troubleshoot existing printer GPOs and driver issues
Understanding of RDGateway setup on the server; troubleshooting server-side issues; publish RemoteApp
Basic understanding of network routing including the difference between dynamic & static routing
Overall understanding of basic server components, knowledge of RAID, ability to identify and utilize iDRAC and Dell OMSA
Experience with spam filtering: set up encryption filters, and understand mail flow and how it relates to spam filtering as well as how to whitelist/blacklist Company-wide
SQL knowledge
RBL checks, contacting vendors to fix
Basic knowledge of SQL services, servers, and different SQL applications
Ability to troubleshoot SQL Server service issues
Troubleshoot ODBC and determine if issues are server or client-side
Basic understanding of SAN technology and ability to patch
Be able to check NAS functions
Perform file-sharing operations
Basic knowledge of iSCSI/FibreChannel
Modify current scripts
Office Deployment Tool
File share/SharePoint
Basic understanding of folder inherence
Ability to create and modify file permissions
Ability to identify and perform basic troubleshooting
Create/Manage SharePoint sites
High School diploma
Minimum of 4 years of work experience in a Help Desk role
CompTIA A+/Network+ or equivalent experience
Own and maintain a personal vehicle for onsite travel, when needed
Complete Technical understanding and expertise in the following:
Windows Desktop
DNS functionality
Mail flow diagnostics
VPN support
File server support
RDS environment support
Active Directory support
Solid customer service, communication, and organizational skills
Ability to work under tight deadlines and shifting priorities
Occasionally work past scheduled work hours to complete work tasks
Including occasional nights and weekend work as needed
Participate in a rotating on-call schedule
Reliable and punctual

Nice To Haves

MCSA certification is a plus
Network (Sophos, SonicWALL, Cisco) certifications are a plus
Apple OSX knowledge is a plus

Responsibilities

Troubleshoot and resolve desktop, server, and line of business application incidents
Complete move/add/changes of client workstations/servers
Resolve escalated issues from the L1 team members
Train and guide clients in software and hardware usage
Collaborate with other departments to solve complex issues
Tasks assigned by leadership
Keep an eye on expiration of any software and hardware for your customer and recommend replacements
Travel to local customer sites to preform onsite work when needed