Service Delivery Specialist - Tier 2

Service Delivery Specialist - Tier 2

Position Summary

The Service Delivery Specialist (Tier 2) provides advanced technical support to Apex IT Consulting clients by resolving complex IT issues and assisting with systems administration tasks. This role serves as the escalation point for Level 1 technicians and involves managing diverse client environments, troubleshooting advanced problems, and implementing IT solutions. The ideal candidate has a strong technical foundation, excellent problem-solving skills, and thrives in a dynamic, multi-client setting.

Responsibilities

• Technical Support & Troubleshooting:
• Handle escalated support tickets from Level 1 technicians for hardware, software, and network-related issues.
• Diagnose and resolve complex problems involving servers, virtualization, backups, and cloud environments.
• Troubleshoot advanced networking issues, including VLANs, firewalls, VPNs, and wireless configurations.
• Systems/Network Administration:
• Perform advanced server administration tasks, including managing Windows Server roles (e.g., Active Directory, DNS, DHCP, Group Policy).
• Manage and configure Office 365 and other cloud-based services for clients.
• Conduct proactive maintenance, monitoring, and patch management using RMM tools.
• Configure and maintain network devices such as routers, switches, and wireless access points to ensure optimal performance and security.
• Monitor network performance and troubleshoot connectivity issues to minimize downtime.
• Manage Network architecture according to best-practice security standards.
• Security Administration:
• Administer and monitor end-point security solutions, including EDR/MDR, security toolsets, and encryption tools, ensuring comprehensive protection for all devices.
• Support infrastructure security by configuring and managing firewalls, intrusion detection/prevention systems, and network access controls.
• Implement and maintain needed cybersecurity controls, including regular reviews and updates to adhere to cybersecurity standards and best practices.
• Project Execution:
• Assist with the deployment and migration of servers, networks, and cloud solutions for clients.
• Participate in the planning and execution of IT infrastructure upgrades and installations.
• Ensure proper documentation and configuration of client systems during project work.
• Client Interaction & Support:
• Communicate effectively with clients to understand their technical needs and provide updates on issue resolution or project status.
• Build and maintain strong relationships with clients, ensuring a high level of customer satisfaction.
• Collaboration & Mentorship:
• Act as a technical resource and mentor for Level 1 technicians, providing guidance and training as needed.
• Collaborate with other team members to resolve complex issues and improve processes.
• Documentation & Reporting:
• Maintain accurate and up-to-date documentation of client environments, including configurations, passwords, and processes.
• Create detailed incident reports and solutions for future reference and knowledge sharing.
  

Qualifications

• 3+ years of experience in IT support, preferably including at least 1 year in an MSP or multi-client environment.
• Proficiency in managing and troubleshooting:
  
  

o Windows Server environments (2016, 2019, or later).

• Office 365 and cloud-based services.
• Networking protocols and devices (e.g., routers, switches, firewalls).
• Strong understanding of virtualization platforms (e.g., VMware, Hyper-V).
• Experience with RMM and PSA tools (e.g., ConnectWise, Kaseya, SolarWinds, Autotask).
  
  

Preferred Skills And Certifications

• Certifications such as:
  
  

o Microsoft 365 Certified: Modern Desktop Administrator Associate.

• CompTIA Network+, Server+, or Security+.
• VMware Certified Professional (VCP).
• Cisco Certified Network Associate (CCNA).
• Familiarity with backup and disaster recovery tools (e.g., Datto, Veeam).
• Experience with scripting or automation (e.g., PowerShell).
  
  

Work Environment

• Fast-paced MSP environment with a focus on supporting multiple client infrastructures.
• Primarily remote support with occasional on-site visits for projects or escalations.
• Flexibility to work after-hours or participate in on-call rotations as required.
  
  

Key Traits for Success

• Excellent troubleshooting and critical-thinking skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong communication skills with both technical and non-technical stakeholders.
• Commitment to continuous learning and professional development.
  
  

What We Offer

• Competitive Pay: Offering salaries that align with market standards.
• Achievement Recognition: Employee bonuses to reward exceptional performance.
• 401(k) Retirement Plan: Includes company matching—100% match for the first 3% of contributions and 50% match for the next 3%.
• Unlimited PTO: We prioritize work-life balance and encourage employees to use their time off.
• Comprehensive Time-Off Benefits: Includes paid sick time and company holidays.
• Employer-Contributed Healthcare: Coverage for medical, dental, and vision care, with dependent options available.
• Expense Reimbursements: Cell phone and mileage costs reimbursed.
• Supportive Work Environment: Join a vibrant, team-oriented workplace where employees often describe the culture as family-like.
  
  

APPLY HERE

Service Delivery Specialist - Tier 2

Responsibilities

• Technical Support & Troubleshooting:
• Handle escalated support tickets from Level 1 technicians for hardware, software, and network-related issues.
• Diagnose and resolve complex problems involving servers, virtualization, backups, and cloud environments.
• Troubleshoot advanced networking issues, including VLANs, firewalls, VPNs, and wireless configurations.
• Systems/Network Administration:
• Perform advanced server administration tasks, including managing Windows Server roles (e.g., Active Directory, DNS, DHCP, Group Policy).
• Manage and configure Office 365 and other cloud-based services for clients.
• Conduct proactive maintenance, monitoring, and patch management using RMM tools.
• Configure and maintain network devices such as routers, switches, and wireless access points to ensure optimal performance and security.
• Monitor network performance and troubleshoot connectivity issues to minimize downtime.
• Manage Network architecture according to best-practice security standards.
• Security Administration:
• Administer and monitor end-point security solutions, including EDR/MDR, security toolsets, and encryption tools, ensuring comprehensive protection for all devices.
• Support infrastructure security by configuring and managing firewalls, intrusion detection/prevention systems, and network access controls.
• Implement and maintain needed cybersecurity controls, including regular reviews and updates to adhere to cybersecurity standards and best practices.
• Project Execution:
• Assist with the deployment and migration of servers, networks, and cloud solutions for clients.
• Participate in the planning and execution of IT infrastructure upgrades and installations.
• Ensure proper documentation and configuration of client systems during project work.
• Client Interaction & Support:
• Communicate effectively with clients to understand their technical needs and provide updates on issue resolution or project status.
• Build and maintain strong relationships with clients, ensuring a high level of customer satisfaction.
• Collaboration & Mentorship:
• Act as a technical resource and mentor for Level 1 technicians, providing guidance and training as needed.
• Collaborate with other team members to resolve complex issues and improve processes.
• Documentation & Reporting:
• Maintain accurate and up-to-date documentation of client environments, including configurations, passwords, and processes.
• Create detailed incident reports and solutions for future reference and knowledge sharing.
  

Qualifications

• 3+ years of experience in IT support, preferably including at least 1 year in an MSP or multi-client environment.
• Proficiency in managing and troubleshooting:
  
  

o Windows Server environments (2016, 2019, or later).

• Office 365 and cloud-based services.
• Networking protocols and devices (e.g., routers, switches, firewalls).
• Strong understanding of virtualization platforms (e.g., VMware, Hyper-V).
• Experience with RMM and PSA tools (e.g., ConnectWise, Kaseya, SolarWinds, Autotask).
  
  

Preferred Skills And Certifications

• Certifications such as:
  
  

o Microsoft 365 Certified: Modern Desktop Administrator Associate.

• CompTIA Network+, Server+, or Security+.
• VMware Certified Professional (VCP).
• Cisco Certified Network Associate (CCNA).
• Familiarity with backup and disaster recovery tools (e.g., Datto, Veeam).
• Experience with scripting or automation (e.g., PowerShell).
  
  

Work Environment

• Fast-paced MSP environment with a focus on supporting multiple client infrastructures.
• Primarily remote support with occasional on-site visits for projects or escalations.
• Flexibility to work after-hours or participate in on-call rotations as required.
  
  

Key Traits for Success

• Excellent troubleshooting and critical-thinking skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong communication skills with both technical and non-technical stakeholders.
• Commitment to continuous learning and professional development.
  
  

What We Offer

• Competitive Pay: Offering salaries that align with market standards.
• Achievement Recognition: Employee bonuses to reward exceptional performance.
• 401(k) Retirement Plan: Includes company matching—100% match for the first 3% of contributions and 50% match for the next 3%.
• Unlimited PTO: We prioritize work-life balance and encourage employees to use their time off.
• Comprehensive Time-Off Benefits: Includes paid sick time and company holidays.
• Employer-Contributed Healthcare: Coverage for medical, dental, and vision care, with dependent options available.
• Expense Reimbursements: Cell phone and mileage costs reimbursed.
• Supportive Work Environment: Join a vibrant, team-oriented workplace where employees often describe the culture as family-like.
  
  

APPLY HERE

Service Delivery Specialist - Tier 2Position Summary

The Service Delivery Specialist (Tier 2) provides advanced technical support to Apex IT Consulting clients by resolving complex IT issues and assisting with systems administration tasks. This role serves as the escalation point for Level 1 technicians and involves managing diverse client environments, troubleshooting advanced problems, and implementing IT solutions. The ideal candidate has a strong technical foundation, excellent problem-solving skills, and thrives in a dynamic, multi-client setting.

Responsibilities

• Technical Support & Troubleshooting:
• Handle escalated support tickets from Level 1 technicians for hardware, software, and network-related issues.
• Diagnose and resolve complex problems involving servers, virtualization, backups, and cloud environments.
• Troubleshoot advanced networking issues, including VLANs, firewalls, VPNs, and wireless configurations.
• Systems/Network Administration:
• Perform advanced server administration tasks, including managing Windows Server roles (e.g., Active Directory, DNS, DHCP, Group Policy).
• Manage and configure Office 365 and other cloud-based services for clients.
• Conduct proactive maintenance, monitoring, and patch management using RMM tools.
• Configure and maintain network devices such as routers, switches, and wireless access points to ensure optimal performance and security.
• Monitor network performance and troubleshoot connectivity issues to minimize downtime.
• Manage Network architecture according to best-practice security standards.
• Security Administration:
• Administer and monitor end-point security solutions, including EDR/MDR, security toolsets, and encryption tools, ensuring comprehensive protection for all devices.
• Support infrastructure security by configuring and managing firewalls, intrusion detection/prevention systems, and network access controls.
• Implement and maintain needed cybersecurity controls, including regular reviews and updates to adhere to cybersecurity standards and best practices.
• Project Execution:
• Assist with the deployment and migration of servers, networks, and cloud solutions for clients.
• Participate in the planning and execution of IT infrastructure upgrades and installations.
• Ensure proper documentation and configuration of client systems during project work.
• Client Interaction & Support:
• Communicate effectively with clients to understand their technical needs and provide updates on issue resolution or project status.
• Build and maintain strong relationships with clients, ensuring a high level of customer satisfaction.
• Collaboration & Mentorship:
• Act as a technical resource and mentor for Level 1 technicians, providing guidance and training as needed.
• Collaborate with other team members to resolve complex issues and improve processes.
• Documentation & Reporting:
• Maintain accurate and up-to-date documentation of client environments, including configurations, passwords, and processes.
• Create detailed incident reports and solutions for future reference and knowledge sharing.
  

Qualifications

• 3+ years of experience in IT support, preferably including at least 1 year in an MSP or multi-client environment.
• Proficiency in managing and troubleshooting:
  
  

o Windows Server environments (2016, 2019, or later).

• Office 365 and cloud-based services.
• Networking protocols and devices (e.g., routers, switches, firewalls).
• Strong understanding of virtualization platforms (e.g., VMware, Hyper-V).
• Experience with RMM and PSA tools (e.g., ConnectWise, Kaseya, SolarWinds, Autotask).
  
  

Preferred Skills And Certifications

• Certifications such as:
  
  

o Microsoft 365 Certified: Modern Desktop Administrator Associate.

• CompTIA Network+, Server+, or Security+.
• VMware Certified Professional (VCP).
• Cisco Certified Network Associate (CCNA).
• Familiarity with backup and disaster recovery tools (e.g., Datto, Veeam).
• Experience with scripting or automation (e.g., PowerShell).
  
  

Work Environment

• Fast-paced MSP environment with a focus on supporting multiple client infrastructures.
• Primarily remote support with occasional on-site visits for projects or escalations.
• Flexibility to work after-hours or participate in on-call rotations as required.
  
  

Key Traits for Success

• Excellent troubleshooting and critical-thinking skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong communication skills with both technical and non-technical stakeholders.
• Commitment to continuous learning and professional development.
  
  

What We Offer

• Competitive Pay: Offering salaries that align with market standards.
• Achievement Recognition: Employee bonuses to reward exceptional performance.
• 401(k) Retirement Plan: Includes company matching—100% match for the first 3% of contributions and 50% match for the next 3%.
• Unlimited PTO: We prioritize work-life balance and encourage employees to use their time off.
• Comprehensive Time-Off Benefits: Includes paid sick time and company holidays.
• Employer-Contributed Healthcare: Coverage for medical, dental, and vision care, with dependent options available.
• Expense Reimbursements: Cell phone and mileage costs reimbursed.
• Supportive Work Environment: Join a vibrant, team-oriented workplace where employees often describe the culture as family-like.