Chesapeake Mission Critical - A Fidelity Company ยท 2 months ago
Tier II Support Technician
Birmingham, AL
Full-time
Onsite
Mid LevelChesapeake Mission Critical, a Fidelity Company, is seeking a Tier II Support Technician to provide advanced technical support and troubleshooting services for their clients. The role involves resolving complex technical issues, managing server and network infrastructures, and ensuring high levels of customer service and satisfaction.
Data Center
Responsibilities
Investigating and resolving escalated technical issues that Level 1 technicians were unable to resolve
Performing in-depth analysis of system logs, error messages, and diagnostic tools to identify root causes of problems
Managing and administering Windows Server, Linux/Unix servers, or virtualization platforms (e.g., VMware, Hyper-V)
Configuring and maintaining Active Directory, DNS, DHCP, and other server roles and services
Implementing server security measures such as firewall configurations, group policies, and access controls
Configuring and troubleshooting network switches, routers, and firewalls
Implementing VLANs, port forwarding, NAT, and other network configurations
Monitoring network performance and optimizing network resources for efficiency and reliability
Managing cloud infrastructure and services (e.g., AWS, Azure, Google Cloud)
Configuring and troubleshooting cloud-based applications, virtual machines, and storage solutions
Implementing cloud security measures such as IAM policies, encryption, and access controls
Designing and implementing backup strategies for client data, applications, and systems
Performing regular backups and verifying data integrity
Planning and executing disaster recovery procedures in the event of data loss or system failure
Conducting security assessments and audits to identify vulnerabilities and risks
Implementing security patches, updates, and configurations to mitigate security threats
Responding to security incidents, performing forensic analysis, and coordinating incident response efforts
Configuring and managing endpoint security solutions (e.g., antivirus, endpoint detection and response)
Implementing endpoint management tools for software deployment, patch management, and remote troubleshooting
Providing advanced support for business-critical applications and software platforms
Troubleshooting application performance issues, database errors, and integration problems
Collaborating with software vendors or developers to resolve complex application issues
Documenting detailed procedures, configurations, and troubleshooting steps for complex technical issues
Contributing to the development and maintenance of the MSP's knowledge base and internal documentation
Mentoring Tier I and Tier II technicians and providing guidance on technical skills development, outside of ticket resolution activities
Assist in conducting training sessions or workshops for internal staff on advanced technical topics and best practices
Managing incoming service requests and support tickets through a ticketing system, ensuring timely resolution and proper documentation
Escalation of tickets to a Senior Engineer after the initial assessment, if task exceeds Senior Technician responsibility or knowledge base
Qualification
Required
Prolific understanding of IT principles and an ability to troubleshoot most technical issues
Extensive experience with various operating systems, office software, and network configurations
Excellent verbal and written communication skills, with an emphasis on providing clear and understandable instructions
Strong organizational skills and the ability to multitask effectively
A customer-focused attitude, with patience and empathy for user concerns
A team player mentality, willing to share knowledge and assist colleagues in a dynamic work environment
Company
Chesapeake Mission Critical - A Fidelity Company
Chesapeake Mission Critical offers data center end-to-end infrastructure solutions, including the development of state-of-the-art mission-critical facilities.
Founded in 2007
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase