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Service Technician II


Contact Details

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Employer's Job Description

We need a dynamic Service Technician for our Scarborough office!

Service Technician II for busy Managed Services Provider in Scarborough, ME
Our customers are awesome! They are not a number on the end of the phone or email. They deserve another great Technician that cares about keeping their IT Infrastructure up and running. We are gearing up to expand our team by one in Q4 because our business is vibrant and growing.

About Eagle Network Solutions: Founded in Scarborough, Maine in 2004, Eagle Network Solutions (ENS) has been offering Help Desk Services, Network Administration and consulting services to municipalities, organizations and businesses located primarily in southern Maine, New Hampshire and northern Massachusetts. We view ourselves as an extension of our client’s teams and work hard to keep their infrastructure running safe and sound. Our team members enjoy touching many different technologies and industries as we support our clients daily.

The ideal candidate has 4+ years’ I.T. Support experience. The experience should be Help Desk support of end users and/or a position that worked with Network Devices such as Firewalls/Switch/AP’s, troubleshooting connectivity issues, etc. This role handles escalations of tickets from Tier 1, so prior experience in a Tier II capacity is strongly preferred. This in not an entry level position. The ideal candidate will have intermediate level experience supporting networks 25-100+ users in size.

Here is the job description:

Job Title: Service Technician II

Department: Managed Services/Help Desk

General Summary:

The Service Desk Technician II is responsible for handling service tickets (T1 and T2) and escalations of service requests from Tier 1. The Service Technician II performs extensive monitoring, maintenance and management of tools and applications in use by our business or within our client’s environment. Examples include (but is not limited to): RMM (Automate), Network Devices (Firewall, Switch, AP’s), Servers, Printers, BDR, Workstations and a variety of business applications.

Essential Duties and Responsibilities:

RMM Management: Monitor, Manage, create and execute scripts, recommend improvements.

Experienced Ticket Management: quality documentation of tickets and time spent resolving issues. Will handle Tier I and Tier II tickets routinely. Works tickets as assigned by Service Dispatcher.

Visit Business Clients: On site visits that cannot be done remotely. (Routine, Project Work, Troubleshooting Tickets, Quarterly Server Reviews). May encompass 50-60% of work week onsite.

Intermediate Skill Level in the following Technologies: technical support at the network level: WAN and LAN connectivity, routers, firewalls, security, connectivity troubleshooting. Network cable drops, end punch downs and management of server rack \ cabling.

Intermediate Experience Levels Expected: DNS (External and Internal), DHCP, IP Routing, M365 Management, MFA implementations, SSL Certificate Renewals, Microsoft Hyper-V, and maintenance in a variety of environments.

Remote access solution implementation and support: VPN, Terminal Services, and SonicWall NetExtender.

Active Directory: prior experience managing Active Directory (beyond creating/deleting users) this will require advanced knowledge with Attribute editing, domain maintenance and migrating to new hosts.

See full job description at our website for more details:   Eagle Network Solutions Job Opportunities