Service Technician II

Description

The Service Technician II at SYAND plays a critical role in the day-to-day management of service desk operations, with a focus on resolving escalated support tickets through to completion. This position is part of a collaborative team that delivers technical support to a diverse portfolio of managed service clients across multiple industries. Success in this role requires strong troubleshooting skills, a customer-focused mindset, and the ability to thrive in a dynamic, fast-paced environment. SYAND seeks motivated professionals who are passionate about technology and committed to delivering high-quality service.

Requirements

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
• Design - Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; applies design principles; demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Interpersonal

• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Leadership

• Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.

Organization

• Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Organizational support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

Self-Management

• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

Technical

• Fundamentals of operating systems
• Understanding of systems and network virtualization technologies
• Familiarity with cloud services usage and administration
• Administration of network services (IPv4, IPv6, DHCP, DNS)
• Basic administration of Group Policy, including printer, file share, and file access policies
• Understanding of network protocols, including routing and switching configuration and troubleshooting
• Basic knowledge of security requirements in a Windows domain environment
• Foundational understanding of network security and threat mitigation strategies

EDUCATION AND/OR EXPERIENCE

• AS or BS in IT Related field preferred.
• 2 to 5 years’ experience in a desktop support, software support or system administration role.
• Experience working for a managed services provider preferred.
• Experience with the following technologies required:
• Hands-on experience with?Windows 11?desktop operating systems
• Proficiency in managing and maintaining?Windows Server?environments
• Working knowledge of?Microsoft Active Directory,?Microsoft Entra ID, and?Microsoft 365?administration
• Familiarity with?desktop and workgroup printing devices, including setup and troubleshooting
• Experience with?server and desktop backup solutions, including configuration and monitoring

Experience with some of the following technologies preferred

• Proficient in Microsoft 365 suite, including Exchange Online, Teams, SharePoint, OneDrive, and integrated telephony systems
• Hands-on experience with Microsoft Azure for server and network infrastructure management
• Strong knowledge of Microsoft SQL Server administration and maintenance
• Experience configuring and managing Ruckus and Cisco Meraki wireless networking solutions
• Skilled in deploying and maintaining SonicWALL and Cisco Meraki firewall appliances
• Proficient in virtualization technologies including Microsoft Hyper-V and VMware
• Familiarity with Dell and Lenovo desktop and server hardware
• Experience with SAN/NAS storage solutions from Lenovo, Dell, and Synology
• Working knowledge of Professional Services Automation (PSA) tools such as ConnectWise, Autotask, and Kaseya BMS
• Proficient in Remote Monitoring and Management (RMM) platforms including Kaseya, ConnectWise Manage, and Datto RMM
• Experience with Acronis Cyber Protect for cybersecurity and data protection
• Knowledge of Datto backup and disaster recovery solutions

The following certifications or requisite experience required:

• CompTIA A+
• CompTIA N+

The following certifications are highly preferred

• Microsoft Certified: Azure Fundamentals
• Microsoft 365 Certified: Fundamentals
• Microsoft Certified: Azure Administrator Associate
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• JAMF Administrator

SYAND provides its technicians with opportunities for training and certification on our core vendors and technologies.

Primary Responsibilities

• The following are the key areas of responsibility for this position.
• Diagnose and resolve issues related to desktop, server, and network environments, including third-party hardware and software components
• Collaborate with senior technical staff by escalating complex issues appropriately and maintaining clear communication with clients regarding ticket status and resolution progress
• Deliver on-site technical support for infrastructure, systems, and end-user devices as required
• Gain proficiency in SYAND’s internal tools and workflows, contributing to continuous improvement initiatives through feedback and process refinement
• Participate in the on-call rotation as scheduled by service management, providing after-hours support during assigned periods throughout the year