Job Overview:
As a Tier 2 Technician at IT Voice, you’ll play a vital role in installing, maintaining, testing, and repairing systems and networks in the Kansas City metropolitan area. Using your technical expertise, you’ll provide first-level technical support to IT Voice customers, resolving technical issues efficiently and ensuring seamless IT operations.
Key Responsibilities:
- Provide customer support and resolve technical issues efficiently.
- Maintain and troubleshoot software, hardware, networking, and communication systems.
- Offer training and guidance to staff and clients on new technologies.
- Conduct weekly site visits to clients in the field for on-site support.
- Ensure tickets are closed within 3 days while maintaining high customer satisfaction.
- Serve as a primary project member on technology projects with moderate scope and impact.
- Stay up to date with current technological developments and industry trends.
Requirements:
- Experience: Minimum 3 years in IT, with system maintenance and troubleshooting experience.
- Certifications: CompTIA+ and Network+ (working toward or achieved).
- Skills: Strong troubleshooting, system maintenance, networking, and communication skills.
- Location: Must live within commuting distance of the Kansas City metro area.
- Additional: Good driving record and ability to lift up to 70 lbs for equipment transport and installation.
Performance Goals:
- Aim for 32-40 hours weekly per team member.
- Target 80%-100% monthly utilization per team member.
- Maintain a monthly CSAT score of 95.0 for high customer satisfaction.
- Ensure tickets are closed within 3 days of creation.
Additional Information:
- Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
- While the work is Monday – Friday, overtime is required. (To be discussed with Hiring Manager)
- At IT Voice, we’re committed to excellence, teamwork, and innovation. We provide the tools and support you need to grow in your IT career while making a direct impact on the clients we serve. We are also a Team – so if it would bother you to take out the trash one day, it’s best you do not apply.
Compensation & Benefits:
- Benefits: 401(k), health, dental, vision, and life insurance
- Paid Time Off (PTO)
- Travel reimbursement
- Work-from-home opportunities (as applicable)
Work Schedule:
- Monday to Friday (Overtime opportunities available)
Work Location:
Company Website: www.itvoice.com