Tier II Support Engineer/System Administrator

Job Overview

The Amenity Collective is looking for a mid-level help desk technician and systems administrator to join a growing IT department. The ideal candidate is someone who balances both technical and soft skills with a drive to deliver an exceptional customer service experience to our end users and independently manage projects that will standardize our infrastructure and service delivery. Candidates should be comfortable working in a fast-paced environment and be hungry in their search for new knowledge and experiences. The opportunity to grow in the role is ever-present and the candidate should be motivated by helping to drive standardized processes and change management for a distributed workforce. All applicants should expect a friendly and collaborative environment that pushes them to realize their full potential.

Responsibilities

• Handle Tier 2 help desk escalations through ticket queue, email, or phone, and when needed help our Tier 1 technicians resolve tickets
• Implement and manage IT process standardization projects
• Take ownership of trouble tickets, working and tracking issues to a timely resolution
• Triage, investigate and communicate with other IT support team members
• Communicate with the Director of Managed Service for escalations or potential resolutions
• Help with supporting mobile devices such as iOS and Android devices
• Record detailed information on issue resolutions into our knowledge base and create SOPs for internal staff and customer use
• Excellent communication, written and verbal are vital
• Excellent customer service skills are vital
• Able to lift at least 30 pounds
• Must own a reliable vehicle for travel
• Ability to work from 8 am - 5 pm ET
• Ability to work on-call rotation shift for weekends (when needed)

Desired Experience

• 3-5+ years of experience in a Service or Help Desk Desk/Support Center environment
• Experience with Windows and Mac operating systems and hardware
• Experience with printers, scanners, and other computer peripherals
• Windows server support experience (2008-2019); Basic administration of user accounts and groups; Experience with Windows Server Group Policy Management and Active Directory
• File server knowledge
• Knowledge of network basics (TCP/IP, DHCP, and DNS)
• Experience with Remote Desktop
• Experience with antivirus and end-point protection (Red Canary, Bitdefender, Carbon Black, and Malwarebytes)
• Experience with patch management and work with the team to execute
• Experience with backup software (Unitrends & Uniview)
• Able to provide support for Microsoft products and Google Workspace
• Knowledge of cloud fundamentals
• Experience with VMWare
• Knowledge of VPN configuration

Preferred experience (but not required):

• Experience with Jira Service Management, and Confluence is a plus
• Knowledge of SQL a plus
• Knowledge of Salesforce and Workday a plus

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Owings Mills, MD 21117: Relocate before starting work (Required)

Work Location: Hybrid remote in Owings Mills, MD 21117