Technical Customer Support Manager mentoring engineers and managing support for Cloud, Systems, and SQL teams at Trimble. Championing cloud solutions for construction partners aiming for seamless technology experiences.
About the role
- Helpdesk Technician II focused on escalated tickets and client support for small- to mid-sized businesses. Requires in-office presence and strong technical skills in various IT areas.
Responsibilities
- You’ll primarily be focused on escalated tickets including break/fix issues, application installation and configuration, and user-level settings.
- Play a role in server administration, networking, and security aspects.
- Tasks such as setting up new Hyper-V hosts, troubleshooting and deploying Sonic firewalls, and managing Datto networking switches and access points.
- Occasionally sent onsite for networking and server deployments to offer guidance and mentorship to a Level One technician.
- Utilize our ticketing system to document, monitor, and escalate tickets, while also maintaining our documentation platform.
- Collaborate with a talented team to provide exceptional service to our clients, whether remotely or on-site.
Requirements
- A+ and/or Network+ Certifications are required (If you do not have, will need to obtain after employment)
- MD-102 preferred
- Strong knowledge of Windows 10/11 and MacOS
- Strong knowledge of Windows Server 2016, 2019, and 2022
- Knowledge of Sonic firewalls, Datto networking and networking concepts
- Familiarity with Microsoft 365 Office Suite and Office 365 cloud services
- Knowledge of Azure and/or AWS
- Datto BCDR and/or SaaS Backup
- Experience with Autotask PSA is a plus
- Exceptional written and oral communication skills required
- Able to work independently and part of a team
- Ability to Manage Time Effectively
- Capability to lift and transport equipment weighing up to 50 pounds
- Reliable Transportation
Benefits
- Hourly range - $30 - $35/hour
- Competitive pay with quarterly bonus eligibility
- Monthly cellphone stipend
- Coverage for 90% of your medical, dental, and vision insurance expenses.
- 401(k) plan with 4% company matching and immediate vesting
- Eight paid holidays and 17 days of PTO in year one
- Educational reimbursement for certification tests and company supplied training resources
- Fun team events
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