SPINEN (Specialized Information Environments, Inc)
Level II Technician
SPINEN (Specialized Information Environments, Inc), Macon, Georgia, us, 31297
Spinen is a client-focused Managed Services Provider that has been serving Middle Georgia and surrounding areas for 25 years and counting. We are an innovative MSP seeking proactive, passionate people who love serving clients. Our primary goal is to always provide superlative customer service. As Spinen continues to grow, we are looking for a Level II Technician.
The Ideal candidate will be someone that thrives on intellectual curiosity and is motivated by serving others. This person should have an advanced understanding and demonstrated proficiency with computer software, hardware, and associated equipment.
The Level II Tech provides technical support for client and internal needs, acts as a mentor to new technicians, and works with the Customer Success Team to be a liaison between the organization and our clients.
Supervisory Responsibilities None
Duties/Responsibilities
Consistently achieve customer services goals, including SLA adherence, customer satisfaction feedback, and response/resolution time
Communicate with external vendors and support personnel to resolve faults rapidly
Monitor RMM system alerts and notifications and respond accordingly
Work with team leads and solution architects to develop solutions for client needs and elevate as necessary
Maintain complete documentation in the Spinen’s help desk system including diagnosis and resolution
Complete pre-configuration and onsite deployment of advanced networking and server equipment, and cloud-hosted services requiring higher-level expertise
Participate as a Level II escalation/backup in a 24x7 on‑call rotation to support managed services clients
Assist in maintaining Spinen’s internal infrastructure, including user management, hardware replacements/maintenance, advanced RMM maintenance, etc.
Perform other related duties assigned
Required Skills/Abilities
Excellent Written and Verbal Communication
Ability to patiently explain technical material to less technically proficient users
Organized with attention to detail
Proficient in Microsoft Office Suite
Ability to work independently and as a member of the IT team
Expert skills in Windows Professional 8/10/11 and desktop administration
Proficient skills in server administration, network device management, and cloud business applications (ex, Microsoft 365)
Knowledge of basic technical support at the network level: WAN and LAN connectivity, wireless access points, routers/firewalls, and security
Familiarity with Windows Server 2012 R2/2016/2019, including Active Directory for user management, DNS, DHCP, file/print sharing and familiarity with Group Policy
Working knowledge and experience with Virtual Private Networking (VPN) and Microsoft Remote Desktop
Experience with desktop or server virtualization
Required Experience At least 3 years in a full‑time, professional technical support position for a company focusing on IT support for SMBs (5‑250 user networks)
Preferred Education and Experience
Certifications in CompTIA A+, Microsoft MCP, MCSA or MSSE, SonicWall CSSA, Cisco CCNA, and VMware VCP
Familiarity with ConnectWise or another type of help desk or ticketing tools
Familiarity with N‑Able
Experience with Terminal Services, VMware and LAN/WAN components
Familiarity with Cisco equipment (including switches, firewalls, and routers)
Experience with VMware, AWS/Azure Cloud technologies, and Office365
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift up to 50 pounds at times
Must be able to travel to offsite assignments to include but not limited to:
Middle Georgia
Areas 2‑4 hours away
Occasionally out of State
#J-18808-Ljbffr
The Ideal candidate will be someone that thrives on intellectual curiosity and is motivated by serving others. This person should have an advanced understanding and demonstrated proficiency with computer software, hardware, and associated equipment.
The Level II Tech provides technical support for client and internal needs, acts as a mentor to new technicians, and works with the Customer Success Team to be a liaison between the organization and our clients.
Supervisory Responsibilities None
Duties/Responsibilities
Consistently achieve customer services goals, including SLA adherence, customer satisfaction feedback, and response/resolution time
Communicate with external vendors and support personnel to resolve faults rapidly
Monitor RMM system alerts and notifications and respond accordingly
Work with team leads and solution architects to develop solutions for client needs and elevate as necessary
Maintain complete documentation in the Spinen’s help desk system including diagnosis and resolution
Complete pre-configuration and onsite deployment of advanced networking and server equipment, and cloud-hosted services requiring higher-level expertise
Participate as a Level II escalation/backup in a 24x7 on‑call rotation to support managed services clients
Assist in maintaining Spinen’s internal infrastructure, including user management, hardware replacements/maintenance, advanced RMM maintenance, etc.
Perform other related duties assigned
Required Skills/Abilities
Excellent Written and Verbal Communication
Ability to patiently explain technical material to less technically proficient users
Organized with attention to detail
Proficient in Microsoft Office Suite
Ability to work independently and as a member of the IT team
Expert skills in Windows Professional 8/10/11 and desktop administration
Proficient skills in server administration, network device management, and cloud business applications (ex, Microsoft 365)
Knowledge of basic technical support at the network level: WAN and LAN connectivity, wireless access points, routers/firewalls, and security
Familiarity with Windows Server 2012 R2/2016/2019, including Active Directory for user management, DNS, DHCP, file/print sharing and familiarity with Group Policy
Working knowledge and experience with Virtual Private Networking (VPN) and Microsoft Remote Desktop
Experience with desktop or server virtualization
Required Experience At least 3 years in a full‑time, professional technical support position for a company focusing on IT support for SMBs (5‑250 user networks)
Preferred Education and Experience
Certifications in CompTIA A+, Microsoft MCP, MCSA or MSSE, SonicWall CSSA, Cisco CCNA, and VMware VCP
Familiarity with ConnectWise or another type of help desk or ticketing tools
Familiarity with N‑Able
Experience with Terminal Services, VMware and LAN/WAN components
Familiarity with Cisco equipment (including switches, firewalls, and routers)
Experience with VMware, AWS/Azure Cloud technologies, and Office365
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift up to 50 pounds at times
Must be able to travel to offsite assignments to include but not limited to:
Middle Georgia
Areas 2‑4 hours away
Occasionally out of State
#J-18808-Ljbffr