Tier 2 Technician

Rippling, Inc.; Kansas City, Northern (KS, KY); Hybrid; USD 48,000 - 72,000; Full time

Benefits offered by this job

Work-from-home opportunities

401(k) plan

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid Time Off

Job summary

IT Voice, a Kansas City area IT solutions provider, seeks a Tier 2 Technician to install, maintain, test, and repair systems and networks.

You will deliver first-line technical support, resolve issues efficiently, and drive on-site visits weekly to clients. The role emphasizes strong troubleshooting, system maintenance, and excellent communication with staff and customers.

Overtime may be required; you’ll contribute to CSAT goals and ongoing technology projects.

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 skills

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 the Kansas City metropolitan area. 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 Kansas City metro 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)