Job Description

Job Location Palo Alto, CA Salary Range $75,000.00 - $85,000.00 Salary

Job Title: Tier 2 Field Tech

iPower Technologies, a dynamic IT corporation offering comprehensive computer and network support, is currently expanding its team. We are actively seeking a Tier 2 Field Technician for an immediate opening, focusing on delivering onsite client support, as well as remote client support over the phone.

The ideal candidate must have 3-4 years of experience in a fast-paced Business IT Support Environment. The position also requires the candidate to have a positive attitude, be customer service-oriented, and be able to follow through and complete customer requests and support issues. You will need reliable transportation as you will be traveling between our clients. Field service technicians should have an exclusive blend of technical IT skills and service-centered soft skills. Exemplary work ethic combined with consistent performance, reliability and attendance are top priorities. They should have proactive minds that help them ask the correct queries essential to identify and fix hardware and so􀅌ware issues.

Candidates should exhibit strong organizational skills, the capacity to prioritize multiple tasks, and the ability to thrive under pressure and tight deadlines. Flexibility in scheduling is required to accommodate project deadlines, urgent issues, and after-hour maintenance calls. Detail-oriented individuals who understand the significance of proper documentation and time logging in a professional services environment will excel in this role.

Responsibilities:

• Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.
• Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
• Ensure performance metrics are met or exceeded.
• Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.
• Simulates and recreates user issues to resolve operational difficulties
• Recommends system modifications, if required, to reduce user problems.
• Escalates more complex issues, as appropriate, to senior level technicians.
• Promote and encourage a “one team” attitude at all levels internally and externally.
• Extremely Service oriented.
• Handle multiple priorities and react with appropriate urgency to situations and events that require quick responses.

Qualifications:

• Windows 2016/2019/2022/2025 Server, Active Directory User Account Management, Basic Group and Security Policy Management
• Exchange & Office 365 Account Administration
• Basic Network Troubleshooting, Troubleshooting of Internet Connectivity.
• Network Appliances: Firewalls, Routers, Managed Switches
• All Desktop Opera􀆟ng Systems: Windows 10, 11, and Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)
• LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting
• Network Appliances: Firewalls, Routers, Managed Switches
• Virtualization with Microsoft Hyper-V and/or VMWare experience a plus
• Office 365 Administration
• MFA Administration
• MSP (Managed Service Provider) experience
• 3-4 years of IT experience

Skills:

• Excellent written and verbal communication skills.
• Excellent troubleshooting skills, able to follow instructions.
• Strong documentation skills and creating standard operating procedures.
• Manage multiple priorities and react with appropriate urgency to situations and events that require quick responses.
• Professional demeanor

Job Type: Full-time

Salary: $75,000-$85,000 per year

Benefits: Dental insurance, Health insurance, Vision Insurance, PTO, and 401(k)

Schedule: Monday to Friday

Work Location: Hybrid-Palo Alto, CA

EEO Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Qualifications