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Wheelhouse Solutions provides IT Services to businesses throughout the United States.

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Level 2 Advanced Support Technician

All applicants are considered without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other discriminatory factors prohibited by law.

Wheelhouse Solutions seeks Level 2 MSP Support Technician to provide remote support and occasional onsite support to client base. Technician will be responsible for managing alert notifications from MSP platform, diagnosing and resolving tickets based on the client Service Level Agreement.

Technician should be able to prioritize technical issues, manage assigned tasks, document time spent and resolutions, while demonstrating patience to describe cause and solutions to end users. Ideal candidates should be very organized with the ability to switch and resume tasks as required. Candidate should have excellent communication capabilities, both verbally and written, with the ability to thrive in an expanding team environment.

Essential Duties and Responsibilities

  • Respond to customer support tickets promptly, providing concierge-level technical support, documenting resolutions to support requests daily, and escalating tickets as needed.

  • Support Desktop and Laptop users to resolve issues with all Microsoft Products and other deployed software

  • Communicate effectively with clients via phone and email, responding to all requests and concerns in a timely fashion. Explaining resolutions, answering questions, and providing professional advice as needed.

  • Provide onsite and remote support to end-users

  • Take ownership of issues and seeing them through to resolution.

  • Have a high sense of urgency and a get-it-done attitude.

  • A high level of organization and excellent written and verbal communication skills, with prior experience mentoring junior team members

  • Ability to use a document management system preferred

  • Setup and support mobile devices (Android, iOS)

Required Skills and Abilities (at least two years)

  • Virtualization Technologies (Microsoft Azure, VMWare)

  • Firewalls, Routing, Switching, VLAN

  • Shared storage systems (SANS, NAS)

  • TCP/IP and Wireless Networking

  • Virtual environments including Hyper-V and VMWare

  • Backup/Disaster Recovery platforms and best-practices

  • MS Active Directory configurations, maintenance and migrations

  • Project Management and planning experience

Experience:

  • Proven experience working with Remote Control Software

  • Proven experience with Microsoft Exchange, Office 365, Gmail and other emailing apps

  • Proven experience with installing, configuring, administering and troubleshooting Microsoft Windows Server 2003 / 2008 / 2012 / 2012 R2 including Active Directory

  • Experience with networking concepts including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting and other networking concepts

  • Experience with networking hardware including firewalls, switches and VPN appliances

  • Experience with an assortment of back-up hardware including tape drives, USB drives and Disk-to-disk systems

  • Experience with back-up software

  • Experience with RAID including various RAID controllers and general RAID knowledge

  • Experience with VoIP

  • Experience with virtualization platforms including VMware and Hyper-V

  • Experience with cloud platforms including as Azure

  • Basic understanding of PowerShell

  • MSP Experience a plus

  • Experience programming and troubleshooting phone systems a plus

About WheelHouse Solutions:

Headquartered in Maryland Heights, Missouri and continuously serving the St. Louis area since 2000, Wheelhouse Solutions is a respected and successful Managed IT Services Company, offering a diverse range of Managed IT Services & Telecom Services. We are a top employer and in 2019 we won Best Places to Work from the St. Louis Business Journal.

for immediate consideration, please send a cover letter and your resume to us at careers@wheelhouse.solutions for immediate consideration.

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