The Support Technician II is responsible for providing tier 2 and 3 level technical support to approximately 80 clients by resolving on average 15 to 25 customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. You will be empowered to leverage ticketing platform and dashboards to manage your ticket que and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service oriented support, possess knowledge across a wide range of technical topics and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills. Essential Knowledge, Skills, and Competencies To successfully perform in this role, an individual must consistently demonstrate the following abilities: Purpose Driven ? Superior ability to diagnose individual and client ecosystem issues by asking questions, listening to understand and identifying the client's issue(s). ? Demonstrate and communicate a tenacious commitment to resolving the issue through attentiveness and patience. ? Proactively anticipate client needs by thinking '10 steps ahead': diagnose 'root causes' versus treating symptoms and anticipate the impact to additional processes and/or systems. ?Personalized Support ? Develop an in-depth knowledge base of your client's technical infrastructure ecosystem, culture and communication preferences. ? Keep customers informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with their culture and communication preferences. ? Maintain client specific documentation in systems according to standards and specifications. ? Handle surprises by acting cool under pressure and use positive language to de-escalate situations. Tenacious Execution ? Respect the client's time and that of your team by efficiently exploring solutions and escalating when appropriate. ? Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time. ? Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates. ? Flourish in a fast paced, deadline driven environme ? Complex LAN/WAN environments ? Disaster recovery solutions ? Backup solutions and applications (Appassure, Veeam, etc.) ? Load balancing technologies ? VPN technologies ? Network security (Cisco, SonicWall, PFSense, etc.) ? Virtualization technologies (VMWare, Hyper-V, etc.) ? Microsoft Exchange / Hosted Exchange ? Various operating systems (Linux, MacOS, Windows) ? Encryption technologies (Bitlocker, Symantec, etc.) ? Active Directory ? Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.) ? Desktop applications ? Networking and configurations (Switching, routing, firewalls) ? Web technologies (XML, HTML, CSS) ? VoIP phone systems Experience Education ? Preferred certifications include CompTIA A+, Network+, CCNA but are not required ? 5 years experience in a technical support, helpdesk, network support position ? Degree valued but not required Other Expectations ? A general understanding of our industry is expected; familiarity with IT management consulting services is helpful. ? Adherence to all job-related practices, policies, and procedures.