Job Description
Job DescriptionSalary: 54k- 59.2k
Job Description
Founded in 2003, Adna Technologies offers managed IT services, telecommunications services, connectivity, and consulting for the mid-Michigan area and beyondbasically, we help businesses stay connected in everypossible sense.
So,Whatdoes a Level 2 Support Technician Do?
Responsible for remotely managing andmaintainingour end clients networks, proactive management of environments, planning updates, etc. The position will also require occasional hands-on hardware setup/deployment in our office and at our client's offices. You will act as an escalationand trainingresource to our Helpdesk team and willassistthe account management and project teams withplanning and implementing upgrades to client environments with minimal downtime. This relates to all technology, including workstations, servers, printers, networks, andvendorspecific hardware and software. You will lead by example, creating technical procedures and accurately documenting the performed workin a timely manner.
Do You Have What It Takes?
The Level 2 Support Technician position is a key contributorinthe success of managing our clients environments.Youllneedvirtuoso level skills when it comes to technology and the ability to see through the noise to the root cause. Our growing team needs to respond to tickets generated by end-users and our monitoring and automation tools - soyoullneed strong interpersonal and technical communication skills, attention to detail, and a can-do attitude. We need you to be open to ideas and bring your ownnew ideasto the team; we offer a fun, engaging, supportive environment in which your ideas can thrive.
Does this sound like you? Great, read on!
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Role and Responsibilities
- IT support relating to technical issues involving both Microsofts core business applications and Mac environments, as well as virtual environments built on Microsoft and VMware
- Support services for Microsoft related technologies: Windows Desktop, Windows Server, Exchange, SQL, SharePoint, Active Directory, Entra ID, Azure, and Microsoft 365, etc.
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, Terminal Services,web/network gateways, etc.
- Implement and support disaster recovery solutions
- Update system documentationand procedures
- Communication with customers asrequired: keeping them informed of incident progress,notifying themof impending changes or agreed outages, etc.
- Maintain familiarity with industry best practices
- Document work and track time thoroughly and accurately
- Communicate effectively with customers, theserviceteam, and theprojectteam
- Be an organized self-starter who shows up every day, on time,dependable
- Activelyparticipateand contributetoteam and company meetings
- Train other techniciansonnewtechnology,bestpractices,andtroubleshootingtechniques
- Other duties as assigned
Required Personal Skills
- Strong and demonstrable verbal and written communication skills and impeccable grammar
- Superior and demonstrable attention to detail
- Must createwell written& understandable documentation
- Ability to follow directions and policies precisely
- Goodproblem-solving abilities
- Organized and self-motivated
- Must beableto meet deadlines
- Ability to build positive and collaborative relationships
- Mustemploy excellentpatience andlisteningskills
Required Qualifications
- 2 + years of experience in a technical field or Customer Service
- Experience working with the following systems/applications:
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- Microsoft Desktop Operating Systems
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- Microsoft Server Operating Systems
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- Microsoft 365
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- Azure
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- InTune
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- Active Directory/Entra ID
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- Microsoft Office Applications
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- PBX/Telephony Services
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- Identity andIdPs
- General TCP/IP networking knowledge including DNS, DHCP, routing, etc.
- Smart phones/Mobile Devices
Non-Required Qualifications (But we'llthink you are super cool if you have them):
- Experience with EDR/XDR/MDR
- ConnectWise PSA
About Our Work Environment
Our Lansing, Michigan office has an open, collaborative vibe. Sometimes,youllhave to be a good sport about things like carrying heavy items, crawling under office furniture,negotiatingstep ladders, etc. to do your job. It's all worth it though for the great views. Our Lansing office is nestled right between Fenner Nature Center and Crego Park, so daily wildlife visits are not unexpected. While the job is often performed in-office, there are opportunities for Work From Home - applicant is responsible for hardware and the internet required to perform duties when working remotely.
It'sNot Just Work - SometimesIt'sJust Fun & Games
We actively endorse Friday afternoon happy hours. We also have a great annual holiday celebration and try to do several off-campus activities as a group (family included!)each year. And most importantly, we pride ourselves as a company with excellent camaraderie. Our employees have good things to say about working here: the coffee is good, the daily challenges are great, and we feel more like friends than colleagues.
What Compensation Can You Expect?
This is a full-time position. Adna Technologies offers a full compensation package including health benefits. You can expect:
- Training and support
- Medical/Dental/Vision
- 401K/401K Roth with 3% safe harbor
- Quarterly Profit-Sharing
- Travel reimbursement
- Generous PTO and Paid Holidays
What To ExpectFromOur Hiring Process
- Criminal background check
- This role requires CJIS clearance. Candidates must be able to satisfy CJIS background screening requirements. Certain criminal convictions may impact eligibility.
- Ifyoureselected for an interview,youllneed to bring professional references.
Thanksfor your interest in working here. We hope to see you soon!
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned asneeded.