Job Description
Job DescriptionSalary: $48,000.00 to $55,000.00 annually
About the Role:
The Level II Technician plays a critical role in delivering an exceptional client experience and driving business value to our clients. The role is responsible for the support of all service offerings with client groups and their teams.The position serves as a day to day relationship builder with our clients, ensuring that we are meeting their technology support needs in a timely and effective manner. We are looking for an individual who fits our culture and embraces our company values:
- Impress: We set a high standard for a beneficial human connection. Our competitors best performance is our minimum.
- Move Forward: Achieving fullest potential is what drives us. We move forward together.
- Inquisitive: Challenge assumptions and validate theories. We create our own solutions.
- Resilient: We face unfamiliar challenges with ownership and urgency. We do difficult things.
IF YOU:
- Are aligned with our company values and take pride in delivering top-tier IT support
- Have a strongtechnical mindset and thrive on trouble-shooting and resolving complex issues
- Are proactive, detail-oriented, and efficient at managing multiple support tasks
- Enjoy interacting with customers and providingclear, professional communication to resolve IT challenges
- Are a quick learner who embraces leveraging technology to improve business processes
- Reside in the Buffalo-Niagara area and are looking to grow your technical career
Job Description
This role executes on client facing tasks that involve direct support of their technology needs and issues. Including the following:
- Managing individual ticket queue and meeting service goals
- Providing technical support and implementation of services via phone and email
- Supporting and deploying all managed services, including EDR/MDR, Backup/DR, Cybersecurity, Remote Monitoring and Management
- Support for
- Microsoft 365 and Cloud Offerings
- Windows, Server, and MAC OS Platforms
- Printer, Firewall, VPN, and Wifi
- Providing on site client implementation and support services when needed
Qualifications Desired:
- A love of technology and the ways in which it can improve both personal and professional ways of life
- Comfort and professionalism in communicating technical information to non-technical people to continue the CTS goal of being a thought-leader in the tech community
- Technical experience with the following:
- Basic understanding of networking concepts
- Strong Windows and Mac Operating Systems and Microsoft Office
- Printers, Wifi, and basic troubleshooting practices
- Microsoft 365 Cloud Technologies including Exchange online and other platforms
- RMM, Documentation, Backup/DR, Cyber Security or Connectwise applications is a plus
- Ability to quickly connect with people to fully understand challenges and provide an exceptional experience with each interaction
- Ability to switch from task to task based on changing priorities and urgency
- Experience with Microsoft 365 Suite of Applications
- Understanding of Cyber Security, Networking, Hardware, Software and Technology concepts and how they generally come together in a technology stack
- Ability to work in office in a hybrid office/remote work model, including time in the office or at client locations as needed
Total Compensation:
Copeland offers a competitive salary and benefits package including:
- Health insurance with an employer contribution to premium
- Employer funded Health Reimbursement Account (HRA)
- Paid Time Off (PTO)
- 401k
- Professional Development Assistance
- Voluntary Dental, Vision, AFLAC options, and a Flexible Spending Account with Medical and Dependent Care options
About Copeland:
Copeland Technology Solutions is a managed services provider in the Buffalo-Niagara area. We help businesses across the United States and Canada with their IT responsibilities and create opportunities for them to grow revenue by leveraging technology. Copeland Technology Solutions has the business expertise backed by experienced professionals to assist you with whatever your information technology needs may be. We provide IT consulting through a single point-of-contact and enjoy a personal level of interaction with all our customers.