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Level II Support Technician

Apex is a one of a handful of Microsoft managed partners in Michigan. We focus on using Microsoft's cloud technologies to deliver solutions for our customers as an IT Managed Services Provider (MSP) and Systems Integrator (SI). We strive to empower users as well as the community. We’ve won multiple awards, including: 2015 Microsoft Compete Partner of the Year – U.S. Central, 2014 Microsoft Cloud Partner of the Year – Heartland, 2013 Microsoft Cloud Partner of the Year – U.S. Central and are on the 2015 MI 50 Companies to Watch. Not only are we a Microsoft Gold award winning partner, we also actively engage in community outreach. We’ve partnered with local charities and non-profits for numerous projects and encourage our employees to step up and take action in volunteer work.

Job Description

Apex is looking for a Level 2 Support Technician who is ambitious enough to be on the cutting-edge of industry best practices and services.

Job Purpose

The Help Desk Level 2 Support Engineer is responsible for providing excellent reactive and proactive service to our customers.  This relates to all technology, to include: workstations, servers, Office 365, Microsoft Azure, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • Proactive and consistent communication with customers is required: keeping them informed of incident progress, notification of impending changes, or agreed outages via phone, email, or in person
  •  Provide a level of customer service above and beyond the satisfaction of the customer
  • Timely turnaround of customer requests and support tickets to ensure customer satisfaction
  • Ability to work and communicate effectively in a collaborative team environment
  • Escalation resource to our service team for core business applications and operating systems
  • Work with Service Team Lead to document standard operating procedures
  • Support of disaster recovery solutions
  •  Provide Technical Network Support on the following but not limited to: WAN and LAN connectivity, routers, firewalls, switches and security
  • Vendor Management
  • Provide ongoing support for customer related hardware and software related issues
  • Implementing change control for customer support issues
  • Develop in-depth knowledge of the service agreements and how they relate to customer’s needs
  • Enter all work as activities, service tickets, travel expenses, or project tickets into a ticketing system
  • Travel to client sites will be required
  • Provide after-hours/weekend Emergency On Call client support on a rotating schedule

Skills/Qualifications:

  • BS degree in Information Technology, Computer Science or equivalent 
  • A+, Network+, MCP, MCITP, or MCSE certifications strongly preferred understanding of operating systems, business applications, printing systems, and network systems
  • A willingness to learn new technologies and to obtain technical certifications
  • Knowledge of IT applications, processes, software and equipment
    • Core software products supported include Windows clients (Windows 7, Windows 8 and Window 10), Windows Servers (Windows Server 2003, 2008, 2012, 2014), Office (2010, 2013 and 2016), Active Directory, Exchange and Office 365
    • Core service offerings supported include Microsoft Office 365
    • General office hardware including various multifunction printer/scanners
    •  Internet-enabled smartphones (iPhone, Android-based phones, Windows Mobile phones)
  • Strong problem-solving skills
  •  Excellent client-facing skills
  • Excellent written and verbal communication skills
  • Self-motivated and self-disciplined
  • Knowledge of ConnectWise and LabTech are a plus
  • Must be reliable as this is a small but fast growing team

 

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