IT Technician Level 3

We are seeking an enthusiastic IT Technician Level 3 to work directly with a motivated team of technicians to manage and maintain the IT networks of many businesses throughout our the South and East Austin areas.

An ideal candidate will be able to manage client networks, troubleshoot and resolve issues and complete projects, such as network design and installation, every day. The candidate will be able to guide the other technicians in solving problems, perform on-site work at the client's site as well as work from office or home when not scheduled for on-site work. This candidate can begin immediately and lives at an accessible distance from our service area around South Austin. The candidate must have a reliable form of transportation and be willing to commute within the service area described above.

RESPONSIBILITIES

• Mentor other technicians and provide correction where necessary. 
• Build processes and policies for internal use and for clients. 
• Conduct network assessment audits for client prospects. 
• Provide remote and onsite technical support to our clients. 
• Diagnose, research and troubleshoot computer system issues, including operating systems, H/W and S/W, networking, VPN, connectivity, server, and other network devices/peripherals, both remotely and onsite. 
• Install, configure, and support desktops, laptops, virtual machines, mobile phones, VOIP products, servers, backup systems, and mobile/IoT devices. 
• Provide on-call emergency services after business hours, holidays and weekends as required. 
• Respond promptly and professionally to alerts and end-user IT issues. 
• Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions. 
• Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress. 
• Responsible for meeting Client Service Level Agreement goals. 
• Occasionally attend networking (prospecting) events to obtain sales leads and referrals. 

QUALIFICATIONS

• Bachelor's Degree in IT or related technical field.
• 9 years of IT related technical experience. MSP experience is a plus.
• CompTIA and Microsoft certifications preferred.
• An advanced level of understanding of relevant technologies, solutions, troubleshooting and support.
• Expert knowledge of implementing and configuring business class networks, servers and firewalls.
• Expert knowledge of networking (i.e.) TCP/IP, NAT, DHCP, DNS, VPN, OSI model.
• VPN infrastructure design and administration (PTP, client based, Encrypted, IPsec).  
• Expert knowledge of Microsoft Windows Operating Systems - Server and Desktop.
• Expert knowledge of Microsoft 365, Azure, Google Workspace and Apple MacOS.
• Advanced knowledge of virtualization technologies from host to virtualized machine management and administration (Hyper-V; VMWare; Citrix Xen)  
• Extensive experience with onsite/offsite backup configurations as well as data restorations; Experience with SAN and NAS backup environments.
• Expert at DNS troubleshooting; A, MX, CNAME record management and troubleshooting.
• Expert knowledge of setting up and configuring wireless networks (RADIUS and AD management sign-on; Various WAP security protocols; Wireless management systems)
• Expert Knowledge of setting up and configuring printers in a network environment (Print Server management; LDAP integration; Remote access security and administration; user login scripting).
• Expert Knowledge of installing and configuring Enterprise level antivirus software.
• Advanced Knowledge of centralized mobile device management.
• Advanced Knowledge of Microsoft SharePoint.
• Ability to work with team members and provide leadership on projects and client onboarding.
• Ability to communicate effectively and interact with diverse personalities.
• Self-motivated; dependable; passionate about technology.
• Enthusiasm for working in a team environment and a desire to help our customers grow their businesses by serving their IT needs