Tier 2 Technician

Job Overview:

As a Tier 2 Technician at IT Voice, you’ll play a vital role in installing, maintaining, testing, and repairing systems and networks in the Kansas City metropolitan area. Using your technical expertise, you’ll provide first-level technical support to IT Voice customers, resolving technical issues efficiently and ensuring seamless IT operations.

Key Responsibilities:

• Provide customer support and resolve technical issues efficiently.
• Maintain and troubleshoot software, hardware, networking, and communication systems.
• Offer training and guidance to staff and clients on new technologies.
• Conduct weekly site visits to clients in the field for on-site support.
• Ensure tickets are closed within 3 days while maintaining high customer satisfaction.
• Serve as a primary project member on technology projects with moderate scope and impact.
• Stay up to date with current technological developments and industry trends.

Requirements:

• Experience: Minimum 3 years in IT, with system maintenance and troubleshooting experience.
• Certifications: CompTIA+ and Network+ (working toward or achieved).
• Skills: Strong troubleshooting, system maintenance, networking, and communication skills.
• Location: Must live within commuting distance of the Kansas City metro area.
• Additional: Good driving record and ability to lift up to 70 lbs for equipment transport and installation.

Performance Goals:

• Aim for 32-40 hours weekly per team member.
• Target 80%-100% monthly utilization per team member.
• Maintain a monthly CSAT score of 95.0 for high customer satisfaction.
• Ensure tickets are closed within 3 days of creation.

Additional Information:

• Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
• While the work is Monday – Friday, overtime is required. (To be discussed with Hiring Manager)
• At IT Voice, we’re committed to excellence, teamwork, and innovation. We provide the tools and support you need to grow in your IT career while making a direct impact on the clients we serve. We are also a Team – so if it would bother you to take out the trash one day, it’s best you do not apply.

Compensation & Benefits:

• Benefits: 401(k), health, dental, vision, and life insurance
• Paid Time Off (PTO)
• Travel reimbursement
• Work-from-home opportunities (as applicable)

Work Schedule:

• Monday to Friday (Overtime opportunities available)

Work Location:

• Kansas City (Hybrid)

Company Website: www.itvoice.com