Great Day Improvements: A Family of Brands
IT Support Technician Tier II and III
Great Day Improvements: A Family of Brands, Macedonia, Ohio, United States, 44056
Overview:
Great Day Improvements - IT Support Technician Tier IIIThe IT Support Technician Tier III provides expert level user support and customer service on all company-supported devices, networks and applications. They will also be able to support Virtual Servers hosted in Hyper-V and have experience in backup technologies, such as Veeam.Responsibilities:Configure and maintain Virtual Servers, preferably in a Hyper-V environment. Familiarity with high availability clusters would be preferred.Monitor file share and cluster shared volumes.Perform system audits of backup infrastructure to ensure recovery is possible.Configuration and maintaining server backup utilities (Veeam experience is a plus.)Set up and respond to network monitoring alerts, diagnose and repair alerts. Set up additional alerts to monitor customers environments as necessary.Powershell scripting and RMM tool experience is a plus.Linux and database server experience, along with any on premise to cloud environment migrations would be a bonus.Respond to and address various technical support requests urgently by providing remote and onsite support, including issues escalated from Tier I or II when appropriate. Research and resolve the high level issues not able to be resolved by Tier I or II.Ability to recognize recurring issues and trends and be proactive with preventative measures.Log activities in our incident tracking system (familiarity with Kaseya Vorex Ticketing system as a plus.)Ensure that all client trouble tickets or other service requests are acknowledged and addressed with a high level of urgency and per their SLA.Ability to perform all administrative duties for server virtualization, Active Directory, Office 365.Configure and maintain VoIP telephone systems.Network troubleshooting wired/wireless/VPN.Perform administrative duties using MDM (Mobile Device Management) software for mobile devices (familiarity with Meraki MDM as a plus.) Configuring application package installs for deployment via MDM.Document resolutions for future reference in company knowledgebase.Mentor and advise Tier I and II Support Technicians on resolutions.Be on a rotating on-call schedule for after-hours emergencies.Other duties as assigned.Qualifications:Minimum of 3 years experience with installation, configuration, and troubleshooting of personal computer hardware, software, and peripherals in a networked environment; mobile device management; VOIP phone systems.Ability to resolve the most complex technical issues through research if necessary.Excellent communication skills.Customer service experience.Knowledge and understanding of server technologies and virtualization. Knowledge and understanding of Active Directory and Microsoft Exchange in both on prem and Azure environments.Microsoft certifications or coursework towards certification are a plus.Ability to work independently and without direct supervision.Expert level knowledge of Microsoft Windows and Office products.Understanding and experience with mobile device management for Apple iPad.Experience with configuring and troubleshooting VoIP telephone systems.Must be able to support users in both an office and factory environment, both on site and remotely.GDI is an Equal Employment Opportunity Employer#INDGDI
Great Day Improvements - IT Support Technician Tier IIIThe IT Support Technician Tier III provides expert level user support and customer service on all company-supported devices, networks and applications. They will also be able to support Virtual Servers hosted in Hyper-V and have experience in backup technologies, such as Veeam.Responsibilities:Configure and maintain Virtual Servers, preferably in a Hyper-V environment. Familiarity with high availability clusters would be preferred.Monitor file share and cluster shared volumes.Perform system audits of backup infrastructure to ensure recovery is possible.Configuration and maintaining server backup utilities (Veeam experience is a plus.)Set up and respond to network monitoring alerts, diagnose and repair alerts. Set up additional alerts to monitor customers environments as necessary.Powershell scripting and RMM tool experience is a plus.Linux and database server experience, along with any on premise to cloud environment migrations would be a bonus.Respond to and address various technical support requests urgently by providing remote and onsite support, including issues escalated from Tier I or II when appropriate. Research and resolve the high level issues not able to be resolved by Tier I or II.Ability to recognize recurring issues and trends and be proactive with preventative measures.Log activities in our incident tracking system (familiarity with Kaseya Vorex Ticketing system as a plus.)Ensure that all client trouble tickets or other service requests are acknowledged and addressed with a high level of urgency and per their SLA.Ability to perform all administrative duties for server virtualization, Active Directory, Office 365.Configure and maintain VoIP telephone systems.Network troubleshooting wired/wireless/VPN.Perform administrative duties using MDM (Mobile Device Management) software for mobile devices (familiarity with Meraki MDM as a plus.) Configuring application package installs for deployment via MDM.Document resolutions for future reference in company knowledgebase.Mentor and advise Tier I and II Support Technicians on resolutions.Be on a rotating on-call schedule for after-hours emergencies.Other duties as assigned.Qualifications:Minimum of 3 years experience with installation, configuration, and troubleshooting of personal computer hardware, software, and peripherals in a networked environment; mobile device management; VOIP phone systems.Ability to resolve the most complex technical issues through research if necessary.Excellent communication skills.Customer service experience.Knowledge and understanding of server technologies and virtualization. Knowledge and understanding of Active Directory and Microsoft Exchange in both on prem and Azure environments.Microsoft certifications or coursework towards certification are a plus.Ability to work independently and without direct supervision.Expert level knowledge of Microsoft Windows and Office products.Understanding and experience with mobile device management for Apple iPad.Experience with configuring and troubleshooting VoIP telephone systems.Must be able to support users in both an office and factory environment, both on site and remotely.GDI is an Equal Employment Opportunity Employer#INDGDI