IT Support Technician Level 2

Bitfarms; Sharon (Mercer County); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Bitfarms, a leading vertically integrated Bitcoin mining company, is seeking an IT Support Technician Level 2. This role involves providing advanced technical support, managing IT infrastructure, and coordinating user onboarding processes in a dynamic, innovative environment. Join a team that fosters creativity and values diversity while contributing to a sustainable future in the cryptocurrency industry.

Benefits

Competitive salary and bonus opportunities

Top tier group insurance plan

Employee referral program

Employee assistance program (EAP)

Stimulating work environment

Free parking

Inclusive and diverse work environment

Qualifications

• 3 to 5 years of experience in IT support.
• Familiarity with Microsoft Intune, Entra ID (Azure AD), and Office 365.
• Preferred certifications: CompTIA A+, Network+.

Responsibilities

• Deliver second-level technical support onsite and remotely, addressing complex issues.
• Coordinate with HR for onboarding and offboarding, ensuring adherence to security policies.
• Administer IT systems such as Microsoft Intune, Exchange, and SharePoint, while improving processes.

Skills

Troubleshooting

Customer Service

Communication

Team Collaboration

Problem-Solving

Organization

Documentation

Ownership and Agility

Education

College diploma or Attestation of College Studies in Computer Science

Tools

Microsoft Defender

Apple Business Manager

pfSense

3CX

Job description

Bitfarms is a global vertically integrated Bitcoin mining company that operates one of the largest cryptocurrency mining operations in North America. As the only publicly traded pure-play Bitcoin mining company audited by a Big Four audit firm, we are a global operation powered by entrepreneurial leaders and the most novel technology available.

Spanning two continents, Bitfarms Ltd. (‘BITF’ on Nasdaq and TSX) operates 12 Bitcoin mining farms using primarily clean, sustainable hydro-electricity drawing on the talents of a diverse team from a wide range of backgrounds and experiences. Our culture of innovation and growth helps Bitfarms maintain its leadership in the tech space.

With two new sites in development and the opportunity for more, our company values forward-minded thinkers who are willing to bring new ideas to the table, while drawing from what’s been tried and true.We are proud to have been recognized by our employees as a Great Place to Work!

We’re passionate about innovation, sustainability, and cryptocurrency and are looking foramazingpeople to join our team.

Bitfarms continues to seek operational and financial improvements through decentralization and diversification, and using ethical, sustainable, and innovative initiatives to unlock value and generate superior returns for our shareholders and a rewarding workplace for our employees.

What we offer:

• Competitive salary and bonus opportunities along with career advancement
• Top tier group insurance plan with employer cost sharing
• Employee referral program
• Employee assistance program (EAP)
• Stimulating work environment in an innovative data center withair conditioned break rooms
• Free parking
• An inclusive, safe and diverse work environment

Interested? This is a great opportunity to work for a young and dynamic company!

We are currently looking for aIT Support Technician Level 2to join our team

What you can expect in this role:

The Level 2 IT Support Technician is responsible for delivering advanced technical support and maintaining the organization’s IT infrastructure. This role addresses complex issues, implements solutions, and enhances IT processes. Acting as a bridge between end user support and advanced technical operations, the technician ensures efficient systems performance and provides a high-quality user experience.

More specifically, here are some of the key responsibilities:

• Technical Support:
• Provide second-level technical support onsite and remotely to troubleshoot and resolve advanced hardware, software, and network issues.
• Analyze and resolve escalated tickets, ensuring correct prioritization and resolution; escalate further when necessary.
• Support and troubleshoot Office 365 applications, including user account management and custom configurations.
• Assist with mobile device setup, integration, and troubleshooting, particularly with O365.
• Install, configure, and maintain laptops, workstations, printers, and other hardware assets.
• Manage VPN user accounts and configurations to ensure secure and reliable access (e.g., Tailscale, OpenVPN).
• Troubleshoot and maintain Teams meeting room hardware and software.

Onboarding and Offboarding:

• Coordinate with HR to manage onboarding and offboarding processes, adhering to company security policies.
• Prepare and provision hardware, software, and user accounts for new hires.
• Conduct training for new employees on IT systems and company tools.
• Revoke access and recover company assets during the offboarding process.

System Administration and Maintenance:

• Administer and maintain IT systems, including Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack.
• Monitor system updates and deploy patches to address security vulnerabilities.
• Conduct regular security log reviews and implement compliance measures.
• Perform periodic audits to verify IT asset inventory and condition.

Network and Infrastructure Support:

• Configure and maintain network resources, including servers and critical infrastructure.
• Support and troubleshoot LAN/WAN connectivity, TCP/IP configurations, DNS, and firewalls.

Process Improvement and Documentation:

• Develop and implement IT processes and procedures to improve efficiency.
• Maintain detailed documentation of solutions, technical processes, and IT systems.
• Train Level 1 technicians and end-users on tools, applications, and best practices.

Here's the profile we're looking for:

Required System Knowledge:

• Microsoft Defender, Apple Business Manager, pfSense, 3CX

Required Technical Skills:

• Active Directory (AD):User management, group policies, and permissions.
• Troubleshooting:Efficiently diagnose and resolve hardware, software, and network issues.
• Networking:LAN/WAN, TCP/IP, DNS, and firewall configuration.
• Software Support:Install, configure, and provide support for applications like Office 365.
• Remote Support:Manage and support users via remote desktop tools.

Interpersonal and Professional Skills:

• Customer Service:Deliver professional, empathetic support to users.
• Communication:Clearly convey technical solutions in written and verbal formats.
• Team Collaboration:Collaborate effectively with Level 1 and Level 3 teams and other departments.
• Problem-Solving:Analyze root causes and implement optimal solutions.
• Organization:Manage multiple tickets, prioritize tasks based on urgency and impact.
• Documentation:Maintain thorough records of procedures and solutions.
• Ownership and Agility:Demonstrate a strong sense of ownership, responsibility, and an agile mindset to adapt to changing environments.

Education and Experience:

• College diploma or Attestation of College Studies in Computer Science.
• 3 to 5 years of experience in IT support.

Preferred Certifications:

• CompTIA A+, Network+
• Microsoft 365 Certified
• Other relevant IT certifications
• Work schedule: Monday to Friday,
• Hybrid/remote possible
• Job type: full-time, permanent

We are excited to hear from you, so please apply!

This job doesn't align to your experience? No problem, we're always looking for amazing talent, so please go to the connect button and apply for future openings. We'll be sure to send you an alert when the time comes.

#LI-HYBRID

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