Operations Technician

Jobtailor

Milwaukee (WI)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Jobtailor is seeking a Level 2 IT Support professional in Milwaukee, WI to address escalated issues, build systems, and manage inventory. The role includes on-site and remote service calls, onboarding/offboarding, and participation in projects with a focus on customer satisfaction and SLA adherence.

Ideal candidates have 2+ years in technical support, relevant certifications, and strong knowledge of networking, hardware, and cloud concepts. Travel for on-site calls may be required.

Qualifications

Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
Minimum of 2 years in a technical support role.
Strong knowledge of computer hardware, software, and networking.
Excellent problem-solving, organizational, and time management skills.
Superior verbal and written communication abilities.
Ability to lift and move heavy equipment as needed.
Valid driver’s license and willingness to travel for on-site service calls.
Certifications like CompTIA Network+, Cisco CCNA, or similar. (Preferred)
Experience with network monitoring tools (e.g., PRTG, Nagios, SolarWinds). (Preferred)
Knowledge of VLAN configuration and troubleshooting. (Preferred)
Familiarity with firewalls, VPNs, and security appliances (e.g., Unifi, SonicWall, Meraki). (Preferred)
Understanding of switching and routing protocols (e.g., OSPF, BGP, STP). (Preferred)
Experience with Wi-Fi network setup and management. (Preferred)
Familiarity with network automation tools (e.g., Ansible, Python). (Preferred)
Experience with cloud networking (e.g., Azure, AWS). (Preferred)
Understanding of Quality of Service (QoS) for managing traffic priority. (Preferred)
Strong skills in network documentation using tools like IT Glue or Confluence. (Preferred)

Responsibilities

Level 2 Support: Address escalated technical issues, maintaining high customer satisfaction and adherence to service agreements.
Service Requests: Fulfill complex service requests with a deep understanding of IT systems and the ability to offer customized solutions.
System Builds: Assemble and configure systems including workstations, network gear, cameras, basic servers, and printers to meet company standards.
Shipping & Receiving: Manage dispatch and receipt of hardware components, accurately tracking inventory movement.
Inventory Management: Maintain detailed IT inventory records, conduct audits, and ensure equipment availability.
Service Calls: Perform on-site and remote service calls, resolving technical issues efficiently.
End User Onboarding/Offboarding: Manage the technical aspects of onboarding and offboarding, facilitating smooth transitions for employees.
Product Ownership: Own and manage products, overseeing their entire lifecycle from documentation to troubleshooting.
Project Participation: Contribute to both custom and templated projects, ensuring successful task completion.
On-Call Rotation: Participate in an on-call rotation for after-hours support, ensuring system reliability.

Skills

Technical support

Network monitoring

Problem solving

Communication

Time management

Organizational skills

On-site service

Driver's license

Education

Associate’s degree in CS/IT or related field

Tools

PRTG

Nagios

SolarWinds

IT Glue

Confluence

Ansible

Python

Azure

AWS

Unifi

Job description

Level 2 Support: Address escalated technical issues, maintaining high customer satisfaction and adherence to service agreements.
Service Requests: Fulfill complex service requests with a deep understanding of IT systems and the ability to offer customized solutions.
System Builds: Assemble and configure systems including workstations, network gear, cameras, basic servers, and printers to meet company standards.
Shipping & Receiving: Manage dispatch and receipt of hardware components, accurately tracking inventory movement.
Inventory Management: Maintain detailed IT inventory records, conduct audits, and ensure equipment availability.
Service Calls: Perform on-site and remote service calls, resolving technical issues efficiently.
End User Onboarding/Offboarding: Manage the technical aspects of onboarding and offboarding, facilitating smooth transitions for employees.
Product Ownership: Own and manage products, overseeing their entire lifecycle from documentation to troubleshooting.
Project Participation: Contribute to both custom and templated projects, ensuring successful task completion.
On-Call Rotation: Participate in an on-call rotation for after-hours support, ensuring system reliability.

Requirements

Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
Minimum of 2 years in a technical support role.
Strong knowledge of computer hardware, software, and networking.
Excellent problem-solving, organizational, and time management skills.
Superior verbal and written communication abilities.
Ability to lift and move heavy equipment as needed.
Valid driver’s license and willingness to travel for on-site service calls.
Certifications like CompTIA Network+, Cisco CCNA, or similar. (Preferred)
Experience with network monitoring tools (e.g., PRTG, Nagios, SolarWinds). (Preferred)
Knowledge of VLAN configuration and troubleshooting. (Preferred)
Familiarity with firewalls, VPNs, and security appliances (e.g., Unifi, SonicWall, Meraki). (Preferred)
Understanding of switching and routing protocols (e.g., OSPF, BGP, STP). (Preferred)
Experience with Wi-Fi network setup and management. (Preferred)
Familiarity with network automation tools (e.g., Ansible, Python). (Preferred)
Experience with cloud networking (e.g., Azure, AWS). (Preferred)
Understanding of Quality of Service (QoS) for managing traffic priority. (Preferred)
Strong skills in network documentation using tools like IT Glue or Confluence. (Preferred)

Core Competencies

Demonstrates expertise in technical support, including system builds, inventory management, and end user onboarding/offboarding. Proficient in troubleshooting hardware and software issues while maintaining high customer satisfaction and adherence to service agreements.

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