IT Support, Tier II Technician

SureFire IT Solutions, is on a mission to make businesses thrive using their technology, not in spite of it. Founded in 2006, SureFire has been helping small/medium sized organizations succeed with our friendly, no-tech-jargon approach. We get excited when our clients can work effectively because they know they have secure, reliable, and efficient tools at the ready.
SureFire is looking for an experienced Tier II Service Technician to work in our collaborative team environment. This technician will contribute to the success of our clients in the unique mission each of them have, working full-time Monday – Friday, 8:00am – 5:00pm, including rotational on-call support. The successful candidate will have a combination of on-site and remote opportunities to make technology an asset for companies.

What You Will Do o  Support client technology, including workstations, servers, printers, networks, and vendor specific hardware and software o  Resolve technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft Hyper-V and Azure o  Support services for Microsoft related technologies: Microsoft 365, Windows Server, Exchange, SQL, SharePoint, etc. o  Resolve network level issues such as: WAN and LAN connectivity, routers, firewalls, and security. o  Solve problems and implement remote access solutions related to: VPN and Remote Desktop Services
What We Are Looking For o  The ability and willingness to communicate clearly, regularly, and efficiently with clients and the SureFire team, either through digital or voice communication o  A desire to resolve issues quickly and effectively o  An attitude to learn, collaborate, and jump in to help o  Documentation and time-management skills o  A calm manner that can easily adapt to new and unexpected challenges o  A passion for keeping businesses up and running and secure from outside threats o  The ability to drive yourself to/from client sites, using your own reliable vehicle
Industry Knowledge Requirements o  Up-to-date working knowledge of Windows servers, networking, virtualization, security, email services, storage technologies and a variety of business applications o  Printer troubleshooting o  General server access and permissions knowledge o  Server implementation, maintenance and management o  Configuration and implementation of Remote Desktop Service o  Desktop applications including Microsoft Office and basic accounting software
Technological Knowledge/Education Requirements o  Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE o  A+ Certification (preferred) o  NET+ Certification (preferred) o  Experience managing & working with the following technologies is preferred:

• Windows OS
• Microsoft 365 
• Windows Server (2008-Present)
• Active Directory Management (Azure AD Sync)
• DHCP
• DNS
• Remote Desktop Services

o  3+ years of experience in computer network management (required) o  2+ years of experience supporting end users and server infrastructure in a business environment o  2+ years of experience with virtualization technologies  o  Experience in managing end client networks (preferred) o  Microsoft Exchange configuration and troubleshooting o  Firewall/router configuration o  Hyper-V knowledge o  Windows Server  o  GPOs  o  Routing and Switching  o  VPNs o  Virus and Security  o  TCP/IP 
If you are the successful candidate for this exciting position, you will be expected to: Þ  Raise the bar Þ  Do the right thing Þ  Dedicate yourself to the flourishing of the SureFire team and our clients
This looks like: o  Troubleshooting and resolving issues o  Consistently communicating o  Collaborating on customer support within the SureFire Team or outside vendors o  Monitoring and reviewing alerts o  Improving customer service, perception, and satisfaction. o  Escalating service issues that cannot be completed within agreed timelines o  Participate in the on-call rotation, including responding to after-hour service requests o  Attending and preparing for daily stand-up morning meetings o  Triaging tickets and dispatching when necessary o  Assisting with client-focused projects as needed

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