Tier 2 Technician

IT Voice; Overland Park (KS); Hybrid; USD 58,000 - 72,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid Time Off

Work-from-home opportunities

Job summary

IT Voice in Overland Park, Kansas, is seeking a Tier 2 Technician to install, maintain, test, and repair systems and networks across the Kansas City metro area. You will provide first-level technical support to clients, ensuring smooth IT operations and high customer satisfaction.

The role requires 3+ years in IT, with certifications or progress toward CompTIA+ and Network+. Expect weekly on-site visits, training duties, and occasional overtime; a valid driving record and ability to lift up to

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.
• Location: Must live within commuting distance of the Kansas City metro area.
• Ability to lift up to 70 lbs and a good driving record.

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

Job description

Tier 2 Technician

IT Voice Overland Park, Kansas, United States

About this position

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)
• 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)