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Help Desk Lead/ Tier 2 in Fort Lauderdale, FL at SNI Technology

Date Posted: 6/13/2022

Job Snapshot

Job Description

IT Support II/Lead
Working closely with all areas of IT, the role will be the primary representative of our support and help desk functions. This is a critical IT service delivery function, so the candidate must have extensive experience in ticketing systems, desktop support, printers/scanners, networking, wireless infrastructure, hardware upgrades, WAN technologies, basic switching, cable management and termination, technical documentation and other general IT responsibilities such as on-site work.

What You’ll Do

  • Effectively support customer IT infrastructure such that company standards and expectations are met.
  • Obtain subject matter expertise in the area being managed.
  • Assist in advancing team standards, policies and procedures and work to achieve them.
  • Ensure that required knowledge is obtained to maximize use of existing and perspective technology.
  • Provide metrics, reports and communicate progress to leadership
  • Participates in the creation and enforcement of the technical service system standards for data, network and voice environments.
  • Performs additional job duties as required such as product fulfillment and onsite IT support.
  • Establish working relationships with others in the department, collaborating on new technology needs or expanded uses for existing technologies to increase functionality or efficiency.
  • Participate in and ensure that related technology and application documentation is developed and maintained.
  • Maintain a high level of technical competence; assist co-workers in resolving complex technical problems and work with customers to ensure solutions are satisfactory.

Job Requirements

  • MSP experience STRONGLY preferred
  • Bachelor’s Degree or equivalent work experience and/or Certifications.
  • Minimum 4+ year’s technical experience providing network services in support of a medium to large multi-location organization or as a support lead.
  • Proven troubleshooting skills (LAN/WAN, Internet, servers, clients, printers, scanners and applications).
  • Experience with wireless technologies, including wireless access points and wireless protocols.
  • Strong understanding of WAN and NAS/ISP’s.
  • Strong TCP/IP, DNS, DHCP, SMTP, VPN and related concepts a must.
  • Experience managing various Microsoft technologies such as Server 2012 R2+, Windows OS and Mac OS, Office365.
  • Internet-related technologies, including - Registrars, DNS Management, SSL and hosting providers.
  • Knowledge of network security, i.e. anti-virus, firewalls, etc.
  • Experience with routers, servers, backup, switching, wireless technologies and VOIP a plus.
  • Extensive experience with upgrading system hardware such as RAM, CPU, hard drives, rack systems, cable termination and cable management.
  • Experience with service desk and ticketing required.
  • On-site work experience
  • Has strong knowledge in technical policies and practices.
  • Translates the IT strategy into action.