Level 2 Client Service Unit Technician

Level 2 Client Service Unit Technician


About PCS:
PCS is a leading provider of managed IT services and business computer support. We specialize in offering tailored IT solutions that help businesses operate efficiently and securely. Our commitment to customer satisfaction and technical excellence has made us a trusted partner for numerous organizations.

Position Overview:
We are seeking an experienced Level 2 Client Service Unit Technician to join our dedicated team. This role plays a critical part in providing advanced technical support, resolving escalated issues, and ensuring superior customer service. The ideal candidate will possess in-depth technical expertise, a proven track record in IT support, and the ability to work independently on complex issues while maintaining a customer-centric approach.

Key Responsibilities:

Provide advanced troubleshooting and support for hardware, software, and network-related issues.
Troubleshoot and resolve client inquiries via phone, email, and remote access.
Serve as the escalation point for complex technical issues that Level 1 technicians cannot resolve.
Document all client interactions and technical solutions in the support ticketing system.
Perform root cause analysis on recurring issues and recommend long-term solutions.
Assist in the setup, configuration, and maintenance of client IT systems.
Collaborate with higher-level technicians for complex issues.
Maintain knowledge of the company's services, policies, and procedures.

Qualifications:

Minimum of 2-4 years of experience in an IT support or technical services role.
Strong expertise in Windows operating systems, Active Directory management, and Microsoft Office 365 administration.
Solid understanding of network configurations, including VLANs, VPNs, firewalls, and wireless technologies.
Experience supporting and troubleshooting virtualization technologies (VMware, Hyper-V).
Strong knowledge of backup solutions and disaster recovery processes.
Exceptional communication and customer service skills, with the ability to explain technical issues to non-technical users.
Ability to work independently and as part of a team.
Ability to manage multiple tasks effectively and meet deadlines in a fast-paced environment.
High school diploma or equivalent; further education in IT or related fields is a plus.
Preferred Skills:

Industry certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Fundamentals, or similar.
Experience with remote support tools.
Knowledge of cybersecurity best practices.
Familiarity with Help Desk software and ticketing systems.
Experience with cloud services (Azure, AWS) is a plus.

Working hours: M-F 8 AM - 4:30 PM or 9 AM - 5:30 PM (Eastern Time)