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Level II Tech Support- Miami Lakes in Hialeah, FL at SNI Technology

Date Posted: 7/28/2020

Job Snapshot

Job Description


Level II Tech Support is responsible for a high degree of end user support for customers/products making sure those meet quality standards. Will also provide initial phone/email contact support for customers, create tickets in the system and perform quality control and testing of customer equipment prior to shipment.

Essential Duties

1. Configures, installs and troubleshoots PC systems and peripherals.
2. Provides help-desk and technical support for customers online, via email and over the phone.
3. Provides training, repairs and preventative maintenance.
4. Maintains a high degree of end user support ensuring equipment, software, communications/training is sufficient for all end user needs.
5. Configures and tests customer purchased equipment before shipment.
6. Creates and manages tickets on the help-desk system.
7. Assists the Systems and Network Manager with network and communication projects.
8. Develops strong understanding of company products sold, equipment, requirements and objectives.
10. Provides weekend/after hours' emergency coverage when needed/scheduled.
11. Maintains and projects professionalism when speaking/interacting with customers.
12. Responsible for working according to the company's safety and quality standards.
15. Maintains hardware and software inventory; Train/assist IT support specialists
16. Maintains help desk application to develop support activity database.
17. Develops strong understanding of company operations, requirements and objectives to ensure all IT operations support the corporate objectives.
19. Receives and resolves help desk tickets that Level I tech employees cannot resolve.


• Bachelors of science in Information Technology (BS) or its equivalent formal training.
• Three to six years in the Information Technology.

Working Conditions

• Requires sitting for a prolonged period of time. Lifting files/stacks of paper/other materials-Up to 25 lbs.
• Requires dexterity and coordination to handle files and paper.
• Requires climbing on ladders when needed to accomplish tasks. Requires traveling between offices.