Field Service Technician - Level 2

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 or at our local office if not working onsite at one of our clients. You will work on requests for technical support by telephone, email, or chat 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.

• 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 perform onsite work when needed

• 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 Remote App
• 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/Fibre Channel
• Modify current scripts
• Office Deployment Tool
• File share/Share Point
  • 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
• Relia…