Job Description
At Softgic, we work with the most talented individuals—those who create, those who love what they do, and those who give 100% because that’s our #Coolture. Join us in our mission to make life easier through technology and become part of our team as a IT Support Technician – Tier 2 (Advanced Administration & Escalation).
Responsibilities:
Administer Exchange Online, Active Directory, SharePoint, and related permissions.
Perform advanced troubleshooting for Material, Zoom, RingCentral, and Caller Verify.
Configure and maintain RingCentral call queues, groups, licensing, and site business hours.
Configure and manage PrinterCloud, including driver profile creation, driver deployments, membership assignments, and coordination of static IPs with Network Services.
Manage and support ShareFile, assisting users with access, data transfers, and permission management.
Administer and support Monday.com, including user permissions, integrations, and automation setup.
Configure and maintain Active Directory security groups, ensuring users have access only to the folders and files required for their roles.
Maintain logon scripts and drive mappings across Citrix and Cloudflare environments.
Route and categorize tickets to appropriate teams (Business Systems, Infrastructure, Data & Development, etc.).
Perform Citrix profile rebuilds and support file, folder, and data recovery during backup and restoration processes.
Oversee hardware and software procurement for new hires and coordinate asset retrieval during offboarding.
Mentor Tier 1 technicians and provide process guidance.
Coordinate workflow management within the Tier 1 support team.
Collaborate with client executives and internal IT teams to ensure system stability and performance.
Requisitos
Proven experience as a Tier 2 IT Support Technician or in a similar advanced support role.
Strong knowledge of Windows 11, Microsoft Office, PC hardware, and printers.
Experience performing basic system administration tasks, including user creation, permission management, server configuration assistance, and storage troubleshooting.
Basic knowledge of Citrix environments.
Hands-on experience with remote support tools.
Solid understanding of networking fundamentals, including routing, switching, firewalls, and VPNs.
Strong organizational and prioritization skills, with the ability to manage multiple tickets and escalations simultaneously.
Ability to work independently while collaborating effectively with cross-functional IT teams.
Strong verbal and written communication skills and a customer-service-oriented mindset.
