Tier 2 Service Desk Engineer (Remote)

• By paying 90% of the cost of your medical benefits and providing you a credit card to pay deductibles and copays.  
• Paid Time Off - 15 days accrued the first year and 10 Paid Holidays. 
• Supportive and compassionate environment that provides a work-life balance.  
• Everyone has a voice, and you can learn and grow to make a difference.
• Full Time Remote Position
• Salary Range $60,000 - $70,000

• Under general supervision, the Tier 2 Service Desk Engineer is responsible for providing multi-level support that includes diagnosing, troubleshooting, and resolving user issues in a fast-paced dynamic environment.
• Answers incoming support requests and issues escalated by other technical staff.
• Analyze problems/issues/inquiries, assign severity levels to the appropriate technician, and follows through to resolution.
• Performing callbacks ensuring issues are resolved in a timely manner and that ticket information is accurate.
• Handling complex technical and project work. Our environment can be fast-paced with frequent exposure to new and challenging problems. Tech Impact expects most employees to move over time into more technical and autonomous roles within the organization. responsible for handling complex technical issues and project work.

• Minimum of 3+ years providing IT support for a variety of technologies
• Knowledge of Cisco and SonicWALL networking equipment preferred.
• Experience administering a cloud-based IT services/infrastructure platform (Microsoft 365, Google Workspaces, AWS, Azure etc.)
• Experience configuring/administering a directory server (Active Directory, LDAP, Azure AD, etc.)
• Solid understanding of fundamental networking principles, including DNS, routing, IP addressing, NAT, firewalls, etc.
• Excellent troubleshooting skills
• Experience in a managed services environment preferred.
• Experience working for a nonprofit preferred.

• Provides Tier 2 technical support to all clients.
• Serves as an escalation point for Tier 1 Engineers
• Provides direct support on network communications issues.

• Provides proactive maintenance on client workstations and servers as directed.
• Available to handle inbound issues via email and phone queue.
• Available for scheduled on-call support. (Will receive additional compensation)

• Monitors the network management system (Kaseya) and responds to issues.
• Performs recurring network management tasks as required or directed.
• Develops scripts and other monitoring improvements as required or directed.

• Serve as the technical lead on projects as assigned.
• Provides technical support on projects as assigned.

• Maintains strong customer service skills when dealing with clients, vendors, and other Tech Impact partners.
• Advises Account Management of client support or reoccurring technical issues.
• Delivers agreed-upon scopes of work as defined by approved projects.

• Improves knowledge of current and future technologies that may be of benefit to Tech Impact or its clients.

• Provides technical project support as directed.
• Performs other duties as assigned.

• Excellent communication, writing, analytical, and creative problem-solving skills.
• Excellent customer service skills, including ability to translate technical information to non-technical users.
• Ability to manage multiple projects simultaneously with tight deadlines.
• Ability to work well in a team environment.
• Ability to translate technical information to non-technical users.
• Strong attention to detail.
• Must have access to a car at short notice, depending on location.
• Sense of humor.

• Supportive and compassionate environment that provides a work-life balance.
• Be part of a collaborative team that is passionate about the organization’s mission and using technology to make the world a better place.
• Everyone has a voice, and you have the opportunity to learn and grow to make a difference.
• The organization shows how they care for its people by paying for most of your medical benefits and providing you a credit card to pay deductibles and copays.

Department: Help Desk
This is a full time position