Technical Support Specialist



Technical Support Specialist - Full Job Description
Company Overview:

Davis Power is a leading IT Managed Services Provider specializing in modern work, infrastructure, and security. With a commitment to excellence and innovation, we empower our clients with cutting-edge technologies and unparalleled support to optimize their IT and drive business success.

Position Overview:

We are looking for a highly skilled Tier 2 IT Service Desk Technician in the Chicago area. In this role, you will handle client communication via phone, email, and chat. You will manage incidents and problems through a ticketing system, ensuring thorough documentation and accurate timekeeping. Your deliverables will include:

  • Clear and timely ticket notes
  • Precise time entries
  • Updated records
  • Meticulous documentation

Attention to detail in processes and escalating client issues to management is crucial.

As a Tier 2 support technician, you will serve as an escalation point for our Tier 1 resources. You should be capable of resolving nearly all incidents related to:

  • Workstations, mobile devices, server maintenance
  • User account changes across various systems

Additionally, you will participate in machine and user deployment efforts and conduct scheduled onsite client visits to support client machines and applications.

Responsibilities:
  • Serve as the primary escalation point for advanced technical issues, including but not limited to Windows 10/11 OS, Apple OSX, Windows Server 2012-2022, Active Directory, Exchange Server, SQL Server, Azure, and Virtualization Services.
  • Implement solutions with Intune MDM and Entra ID.
  • Diagnose and resolve complex issues with Windows OS, Microsoft 365, and Azure Cloud Solutions.
  • Perform in-depth root cause analysis for major incidents and implement preventive measures to minimize future disruptions.
  • Document all technical solutions, processes, and procedures related to Microsoft technologies accurately and comprehensively.
  • Provide guidance and mentorship to Tier 1 technicians on troubleshooting techniques and best practices.
  • Collaborate with other IT teams and third-party vendors to investigate and resolve escalated incidents and problems.
Requirements:
  • Minimum of 3 years of experience in a technical support role within an MSP environment
  • Proficiency in diagnosing and troubleshooting issues
  • Strong understanding of networking concepts, protocols, and security principles
  • Experience with PowerShell scripting for automation in Microsoft environments
  • Familiarity with VPN technologies
  • Ability to set up, manage, and troubleshoot backup solutions
  • Excellent written and verbal communication skills, with the ability to effectively interact with clients and team members
  • Proven ability to thrive in a fast-paced, dynamic environment and adapt to evolving technologies and business requirements
  • Ability to work independently and prioritize tasks in a fast-paced environment
Preferred Qualifications:
  • Bachelor’s degree in computer science, information technology, or equivalent experience
  • Microsoft certifications are highly desired
  • Solid understanding of network protocols, including TCP/IP, VLANs, VPNs, and routing protocols
  • Experience with network hardware from Cisco Meraki, Ubiquiti, Fortinet, SonicWALL, and other leading vendors
  • Experience with network monitoring and management tools
  • Experience with PSA and RMM tools (AutoTask, DattoRMM)
Join Our Team

Join us in our mission to deliver exceptional solutions and services to our clients. If you possess the expertise, passion, and drive to excel in this role, we encourage you to apply by submitting your resume. Take this opportunity to become a key contributor to our team and elevate your career to the next level. Apply now!

Job Type: Full-time
Pay: From $30.00 per hour
Expected hours: No less than 40 per week

Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Vision insurance
Schedule:
  • 8 hour shift
  • Monday to Friday
  • On call
Work Location:
  • In person