Technician II

This role is expected to perform both Reactive and Proactive work: Proactive: Issue Prevention and Maintenance Execute and validate patch management and system updates Perform vulnerability remediation based on defined processes Review and resolve monitoring alerts with minimal supervision Perform system performance checks and basic optimization Identify recurring issues and recommend improvement opportunities Execute routine maintenance tasks to ensure system stability Reactive: Responding to Alerts or Urgent Issues Respond to urgent tickets and incoming client calls to diagnose and resolve technical issues via phone and remote tools Provide support across varying shifts to support 24/7 coverage This role is expected to handle and resolve the following with minimal assistance: Complex workstation operating system issues (Windows and macOS) Printer, peripheral, and basic network device issues (routers, switches, firewalls) Standard and line-of-business application issues with deeper troubleshooting Networking issues related to endpoint connectivity (DNS, DHCP, VPN, Wi-Fi) User access and account-related issues Job Qualifications Strong experience troubleshooting Windows and macOS 1–2+ years in Helpdesk / Technical Support / MSP environment Ability to independently troubleshoot and resolve issues end-to-end Working knowledge of: Networking fundamentals (DNS, DHCP, connectivity, VPN basics) Active Directory (user/account management) Microsoft 365 (basic user and application support) Experience with vendor coordination and escalation handling Experience working in a Managed Service Provider (MSP) environment is strongly preferred Job KPIs CSAT: Client satisfaction scores based on ticket feedback Utilization: Time accurately logged in the ticketing system First-Touch Resolution: Tickets resolved in a single interaction Average Handling Time (AHT): Average time spent on Tickets ( NEWLY ADDED) Quality Score: Internal quality assessments by the training and