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Reactive Support Services Tier II


Are you a team-oriented individual who enjoys helping people with their IT problems in a quality-driven, family style working environment?
Are you process oriented, and accurate with great follow through?
Then RCC Business IT (RCC) has the ideal position for an attention to details person just like you!


RCC is an IT, MSP and full service computer repair company. RCC focuses on business IT for mid to large size companies, including 24/7-hour monitoring and emergency IT services. The ideal candidate will be a highly motivated computer technician that can work efficiently with a technical team in a highly demanding environment on multiple projects. The candidate will be someone who can troubleshoot technology-related problems that might include hardware and software issues, equipment failure and TCP/IP connectivity. Duties may include installation of new software, deployment of new hardware, training of users, troubleshooting hardware/software, troubleshooting networking equipment, wiring, maintaining procedure documents and inventory/asset management. The candidate must have outstanding

communication and prioritization skills and be able to effectively take direction from

management.

 

Job Responsibilities:

• Install, configure, maintain and troubleshoot PC hardware and software.

• Create and maintain technical/process documentation and proactively share this information

with team members

• Actively seek out and participate in projects to maintain and improve the systems/network

environment

• Process, monitor and prioritize trouble tickets and tasks

• Troubleshoot TCP/IP, DNS, Routing, VPN, and Firewall issues

• Assist in managing and maintaining technology inventory

• Assist with hardware and software purchases

• Train new employees/existing staff as directed

• Perform network backups and restores

• Install and monitor antivirus software

• Provide basic support on network hardware

• On-call for overnights, weekends and holidays on a rotational basis with openness to change

• Support other key initiatives as the business dictates

 

Education:

• Microsoft MCSE or Cisco CCNA or equivalent.

• Bachelors Degree from a 4-year university

• Computer Science, Information Science or related technical field

• Strong GPA (3.5 or higher)

 

Desired Skills & Experience

 

Required Skills:

• Proficient in installing and supporting current versions of Microsoft Windows Operating Systems

• Proficient in installing and supporting all Microsoft end user applications; familiar with other

common business and productivity software

• Capable of handling multiple projects simultaneously

• Manage high-pressure situations professionally, calmly and with urgency

• Ability to work independently and provide progress reports.

• Solid work ethic, initiative and great customer service skills

• Strong analytical skills to troubleshoot technical computer and network problems with own

knowledge, through documentation; know when to escalate to next level support

• Excellent customer service skills

• Excellent written and verbal communication skills

• Must be able to lift 90 lbs

 

Required Experience:

• 5+ years of experience in network or system administration

• Strong interest in the latest technology and trends

• Windows Server 2008/Active Directory exposure and experience remotely managing servers and

desktops

• Experience creating and maintaining Active Directory Accounts, Security Groups, and Group

Polices

• Knowledge of security technologies such as SSL, VPN and Firewall

• Knowledge of network TCP/IP protocol (understand the difference between TCP and UDP)

• Knowledge of Enterprise Switches (Layer 2/3, VLAN, Management Interfaces)

 

Extensive Experience Required:

• Active or near completion of Microsoft MCSE, or Cisco CCNA (or similar) IT certification

• Experience with Cisco ASA/PIX Security Appliances
 

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