Tier 2 Technician

IT Voice; Eau Claire (WI); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

401(k)

Health, dental, vision, and life ins.

Paid Time Off

Work-from-home opportunities (as-app)

Job summary

IT Voice is seeking a Tier 2 Technician to install, maintain, test, and repair systems and networks in Eau Claire, Wisconsin. You will provide first-level technical support to customers, resolve issues efficiently, and ensure smooth IT operations.

The role requires hands-on troubleshooting and on-site client engagement. Candidates should have at least 3 years in IT with system maintenance experience and hold CompTIA+ and Network+ certifications or be working toward them.

Qualifications

• Minimum 3 years in IT with system maintenance and troubleshooting experience.
• Certifications: CompTIA+ and Network+ (working toward or achieved).
• Strong troubleshooting, system maintenance, networking, and communication skills.

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.

Skills

Troubleshooting

System maintenance

Networking

Communication

Education

CompTIA+ and Network+

Job description

IT Voice is a leading provider of IT solutions, specializing in network management, system administration, and technical support. Our team is dedicated to delivering top-tier service to our clients, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize client needs above all else, taking ownership of every task and approaching our work with efficiency and integrity.

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 Eau Claire, Wisconsin. 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 Eau Claire, Wisconsin 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

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

Work Schedule:

• Monday to Friday (Overtime opportunities available)