The Squires Group, Inc. ยท 20 hours ago
Tier 2 Technician - DC Area
Washington, DC
Full-time
Hybrid
Mid Level
4+ years expThe Squires Group is seeking a highly organized and detail-oriented professional to provide Tier 2 Technician support for their local client. This role involves delivering technical support, managing escalated tickets, and maintaining various operating systems, primarily in a remote capacity with occasional in-person meetings.
Information Technology
Hiring Manager
Lara J.
Responsibilities
Provide Tier 2 technical support to end users both remotely and on-site at customer locations
Manage escalated tickets and deliver timely resolutions to complex technical issues
Install, configure, patch, support, and maintain various Windows and Mac operating systems
Deploy and configure hardware such as workstations, monitors, and other PC peripherals
Assess user needs, analyze issues, and implement preventative measures to avoid recurrence
Communicate with customers professionally and courteously, both over the phone and in person
Perform effectively and meet expectations with minimal supervision
Manage customer technical support requests submitted via phone and email
Maintain and update company documentation with any new or revised information
Protect client data and maintain confidentiality at all times
Create user reference materials, including operational instructions and guides
Resolve complex technical issues escalated from Tier 1, including but not limited to DNS errors, database issues, VPN configurations, application integrations, and server modifications
Provide users with guidance and training to enhance their proficiency with software and systems
Oversee incidents from initiation through resolution, ensuring prompt handling and customer satisfaction
Investigate recurring issues and implement long-term corrective measures
Diagnose and resolve network connectivity problems involving firewalls, switches, wireless access points, and VPNs
Perform routine server maintenance and administration tasks as required
Contribute to building and improving internal knowledge base resources
Qualification
Required
Hands-on experience provisioning, administering, and troubleshooting various components of Office 365, including but not limited to SharePoint, Teams, Exchange Online, Entra ID, Intune, and related services
Expertise with networking protocols and equipment such as physical and virtual firewalls, Layer 2/3 switches, DNS, DHCP, TCP/IP, and more
Have familiarity with Microsoft Dynamics applications
Exhibit strong career ambition with a clear drive to achieve long-term professional goals
Embrace lifelong learning with a genuine passion for acquiring new knowledge and skills
Maintain a proven record of executional excellence and consistent high performance
Bring 4+ years of experience in customer service or the service industry
Bring 4+ years of experience providing technical support
Hold or be actively pursuing a BA/BS in Computer Science or a related discipline, or relevant technical certifications
Maintain a valid driver's license, reliable vehicle, and active insurance
Preferred
Possess at least 1 year of Managed Service Provider (MSP) experience, strongly preferred
Company
The Squires Group, Inc.
The Squires Group provides short-term, long-term, and permanent ERP, IT, Cyber, and Accounting/Finance experts to private and public sector clients.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase