Tier 2 Technician

IT Voice; Mission (KS); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid Time Off

Travel reimbursement

Work-from-home opportunities

Job summary

IT Voice seeks a Tier 2 Technician to install, maintain, test, and repair systems and networks in the Kansas City metro. You will provide first-level technical support, resolving issues to ensure smooth IT operations for clients.

The role emphasizes hands-on troubleshooting, site visits, and collaboration on projects, within a hybrid KC location and with benefits including health and retirement plans.

Qualifications

• Minimum 3 years in IT with system maintenance and troubleshooting experience.
• Strong troubleshooting, system maintenance, networking and communication skills.
• Must live within commuting distance of the Kansas City metro area.

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.

Job description

About IT Voice

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)

Compensation & Benefits

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

Work Schedule

• Monday to Friday (Overtime opportunities available)

Work Location

• Kansas City (Hybrid)

Company Website: www.itvoice.com