Senior Support Technician (Tier 2)

SENIOR SUPPORT TECHNICIAN - NW OHIO/SE MICHIGAN (Office Space in Toledo, OH)

Summary

Do you have a server humming in your basement that consumes all your free time? Are you too busy patching your Plex server for the latest CVE to make it to your own birthday party? Congratulations, you might be our kind of people!

If you are looking to work for a fast-growing company with an enticing culture CNWR is likely the right company for you. We at CNWR are a tight-knit work community that specialize in Network Configuration, Cyber Security, Virtualization, Automation, IT Support, and General Consulting.

We are currently looking for a Mid-Level Systems Engineer to help us ensure our clients receive fast, courteous, and technically accurate remote and on-site support. Experience with common MSP tools such as RMMs, PSAs, and other multi-tenant endpoint management systems is highly desired but not required!

Responsibilities

• Monitor ticket board for new escalations to be triaged


• Communicate with Tier 1 resources if documentation exists to triage issues and handle de-escalation


• Perform escalation process of tickets unable to be triaged


• Split tickets that have several issues into their own approachable tickets


• Provide help desk support and resolve problems to partner satisfaction


• Perform onboarding and offboarding of client’s users


• Perform onboarding and offboards of client’s environment


• Tune and manage CNWR internal tooling


• Stay up to date with modern technology standards


• Manage client server environments


• Follow a designated schedule for project work in coordination with Project and Service Manager


• Maintain and implement backup and disaster recovery setups


• Implement and manage email and communication systems for clients


• Update and secure client endpoints and services


• Update configurations, utilities, software for workstations


• Perform, update, & document procedures


• Monitor and respond quickly and effectively to client-facing and internal communications

Metrics

As a technology company, we are very data driven. With that we find that tracking what we do can be measured and monitored. Tier Two Technician’s will be responsible for the following metrics:

• Customer Satisfaction


• First Touch Ticket Closures


• Utilized Time


• Documents Created/Utilized


• Ticket Re-Opens


• Other Intangible Metrics reviewed during 1-on-1’s

Alignment

• Align with CNWR Core Values:
  
  
  
  • Firefighter Mentality
    
    
    
    • Ready, willing and able to respond
    
    
  
  
  • Be Human
    
    
    
    • We treat people how we want to be treated
    
    
  
  
  • Do What’s Right
    
    
    
    • Do what’s right, not what’s easy
    
    
  
  
  • Take Pride In What We Do
    
    
    
    • We’re not just another provider, we’re part of your team
    
    
  
  
  • Be The Rising Tide
    
    
    
    • A rising tide lifts all boats
    
    
  
  
  • Start Solo, Thrive Together
    
    
    • Self starters exceed best when reinforced with a team
    
    
  
  

Disclaimer

The above description is intended to describe the general nature of the work being performed by the associated role. This description is not intended to be a list of all responsibilities and duties of the role.

Workplace Designations

By the nature of this position, certain onsite visits will be required. Requirements of the workplace are designated in the company handbook and are subject to revision upon manager approval for unique cases.