Tier 2 Help Desk Technician - Systems Integrator

Looking to be part of transforming how communities connect and communicate?

Join a rapidly growing broadband provider focused on delivering reliable, high‑performance fiber and fixed wireless internet solutions to residential and business customers. The organisation combines cutting‑edge technology with customer‑centric service to expand connectivity across underserved and high‑growth markets, offering team members the chance to work on large‑scale network deployments, engage with local communities, and contribute to meaningful infrastructure growth.

Ready to advance your career while helping bridge the digital divide and enhance connectivity for customers? Apply now.

Responsibilities:

• Trouble shoot hardware and software: Examples of software would be VPN, Backups, Unix, Microsoft Operating System, Scripts/Coding, Web hosting, various email clients, and systems
• Respond to and track any such issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members
• Manage relationships between vendors, internal resources, and customers
• Lead, train and mentor Tier 1 Technical Support staff for purposes of achieving optimal first contact closure rate
• Expected to log in to Service Ticket System call queue to receive customer and vendor calls
• Perform proper trouble ticket entry and administration, and to adhere to escalation procedures and customer facing processes
• Escalate any trouble tickets to the next level of support, Complex Maintenance when appropriate
• Must follow predefined guidelines, protocols, and procedures as directed
• Be available to work any shift in a 24x7 call center environment
• Flexibility to perform additional tasks or duties outside of normal daily activities

Skills/Must have:

• Remote desktop support
• Windows Server (all versions)
• Various server environments
• Microsoft SQL
• Enterprise level network architecture
• Complex LAN/WAN environments
• Disaster recovery solutions
• Backup solutions and applications (Appassure, Veeam, etc.)
• Load balancing technologies
• VPN technologies
• Network security (Cisco, SonicWall, PFSense, etc.)
• Virtualization technologies (VMWare, Hyper-V, etc.)
• Microsoft Exchange / Hosted Exchange
• Various operating systems (Linux, MacOS, Windows)
• Encryption technologies (Bitlocker, Symantec, etc.)
• Active Directory
• Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
• Desktop applications
• Networking and configurations (Switching, routing, firewalls)
• Web technologies (XML, HTML, CSS)
• VoIP phone systems

Benefits:

• Fun, casual & collaborative work environment
• Flexible working hours & remote working opportunities
• Benefits including medical, dental, paid vacation, and annual bonus plan
• Monthly happy hours to spend time with your work family
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Salary:

• $50,000.00 - $65,000.00 per year