Technician II (Remote)

Job Description

This role is expected to perform both Reactive and Proactive work:

Proactive: Issue Prevention and Maintenance

• Execute and validate patch management and system updates
• Perform vulnerability remediation based on defined processes
• Review and resolve monitoring alerts with minimal supervision
• Perform system performance checks and basic optimization
• Identify recurring issues and recommend improvement opportunities
• Execute routine maintenance tasks to ensure system stability

Reactive: Responding to Alerts or Urgent Issues

• Respond to urgent tickets and incoming client calls to diagnose and resolve technical issues via phone and remote tools
• Provide support across varying shifts to support 24/7 coverage

This role is expected to handle and resolve the following with minimal assistance:

• Complex workstation operating system issues (Windows and macOS)
• Printer, peripheral, and basic network device issues (routers, switches, firewalls)
• Standard and line-of-business application issues wit