Tier 2 Technician

IT Voice

Overland Park (KS)

Hybrid

USD 52,000 - 65,000

Full time

47 hours ago

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Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

Life insurance

PTO

Travel reimbursement

Work-from-home opportunities

Job summary

IT Voice is seeking a Tier 2 Technician to install, maintain, test, and repair systems and networks in the Kansas City metro area. You will provide first-line technical support to customers, resolving issues to ensure smooth IT operations.

The role requires 3+ years in IT, familiarity with CompTIA+ and Network+, and the ability to travel within commuting distance. Hybrid work and benefits offered.

Qualifications

Minimum 3 years in IT with system maintenance and troubleshooting experience.
Strong troubleshooting, 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

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)
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.

Compensation & Benefits