Technical Support Specialist - Level II
Invizio LLC, Miami, FL, United States
Responsibilities
The candidate will be responsible for providing technical support to clients. This support will be conducted via phone with remote support tools provided by Invizio and onsite as needed. Responsibilities will also include but are not limited to:
Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
Providing detailed documentation of help desk support
Configuring, and troubleshooting desktop hardware and peripherals
Installing, configuring, and troubleshooting Windows 10 & 11 and desktop applications
Re-installing desktops and laptops as needed
Installing, configuring, and repairing desktop and network printers
Assisting with security‑related updates or patches
Creating and updating help desk documents
Developing user training and instructional materials as needed
Performing other duties as assigned
Candidate will also provide intermediate to advanced network and server troubleshooting including:
Network connectivity diagnostics and repair
Server configuration
Server alert monitoring and troubleshooting
Server configuration, deployments and migrations
Requirements
Non‑negotiable requirements include:
Candidates must have at least 3 years of relevant IT Support and IT System Management experience.
Candidates must have excellent written and verbal business and technical communication skills and interpersonal skills (This will be verified by a series of tests).
Qualifications
Strong customer service orientation is a must. Candidates must be comfortable interacting with end users both over the phone and in person.
Strong interpersonal and communication skills. Strong command of the English language is a requirement. Familiarity with the correct use of technical terms.
Ability to quickly learn new systems and software applications.
Candidate must hold the following certifications or be willing to obtain them within the 3‑month probationary period: Network+, Microsoft 365 Fundamentals
Candidate must have a practical understanding of and ability to configure and troubleshoot:
Desktop Operating Systems: Microsoft Windows, Apple Mac OS
Server Operating Systems: Microsoft Windows Server, Mac OS Server, Linux
Applications: Desktop Productivity eg. Microsoft Office, Adobe Acrobat etc.
Server Applications: eg. Microsoft Exchange, SQL Server.
Security: eg. Anti‑virus/Anti‑malware, Encryption
Cloud Productivity: eg. Microsoft 365, Google Workplace, Dropbox etc.
Unified Communications: On‑premises & hosted VoIP PBX, Handsets etc.
Network Technology: Physical cabling, routers, firewalls, switches, wireless access points, etc.
Hardware: Desktops, Laptops, Servers, Printers etc.
Additional Requirements
A quiet distraction‑free working environment
A reliable high‑speed Internet connection
A smartphone (iOS or Android) for security authentication
Reliable transportation
A Typical Day
As a Technical Support Specialist with Invizio, a typical day will start with you reviewing the tickets that you are assigned and following up with clients. A few days a week you will have a morning call with the Service Delivery team to discuss open tickets. You will also communicate with your teammates regarding ongoing projects and work with clients to help resolve issues. You may need to visit a client location to deliver and set up a laptop or deploy a server or firewall. During deployments you will note all relevant system and configuration information and add it to the client documentation system. While working with clients you will track your time in our ticketing system and make sure all tickets are always kept up to date with current status and next to do items. You will find yourself doing research or collaborating with your teammates regularly via chat, video or calls.
Preferred Experience
3 Years of IT Technical Support (Candidates that do not have at least 1 year of experience will not be considered).
Previous experience at an IT Support or Managed Services Provider is preferred. This would indicate you are familiar with ticketing/help desk software (i.e. Autotask, ConnectWise, etc.), RMM software (i.e. Kaseya, Autotask, N‑Central, etc.).
Ability to prioritize, schedule, coordinate and manage a variety of activities and projects.
Candidates with a Two or Four year degree in Computer Science, Engineering or IT related field of study are preferred.
Benefits
A human‑first approach to Paid‑Time‑Off
Paid US holidays
Dental, Life and Vision Insurance
Access to 401(k) retirement plan
Subsidized Health Insurance
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The candidate will be responsible for providing technical support to clients. This support will be conducted via phone with remote support tools provided by Invizio and onsite as needed. Responsibilities will also include but are not limited to:
Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
Providing detailed documentation of help desk support
Configuring, and troubleshooting desktop hardware and peripherals
Installing, configuring, and troubleshooting Windows 10 & 11 and desktop applications
Re-installing desktops and laptops as needed
Installing, configuring, and repairing desktop and network printers
Assisting with security‑related updates or patches
Creating and updating help desk documents
Developing user training and instructional materials as needed
Performing other duties as assigned
Candidate will also provide intermediate to advanced network and server troubleshooting including:
Network connectivity diagnostics and repair
Server configuration
Server alert monitoring and troubleshooting
Server configuration, deployments and migrations
Requirements
Non‑negotiable requirements include:
Candidates must have at least 3 years of relevant IT Support and IT System Management experience.
Candidates must have excellent written and verbal business and technical communication skills and interpersonal skills (This will be verified by a series of tests).
Qualifications
Strong customer service orientation is a must. Candidates must be comfortable interacting with end users both over the phone and in person.
Strong interpersonal and communication skills. Strong command of the English language is a requirement. Familiarity with the correct use of technical terms.
Ability to quickly learn new systems and software applications.
Candidate must hold the following certifications or be willing to obtain them within the 3‑month probationary period: Network+, Microsoft 365 Fundamentals
Candidate must have a practical understanding of and ability to configure and troubleshoot:
Desktop Operating Systems: Microsoft Windows, Apple Mac OS
Server Operating Systems: Microsoft Windows Server, Mac OS Server, Linux
Applications: Desktop Productivity eg. Microsoft Office, Adobe Acrobat etc.
Server Applications: eg. Microsoft Exchange, SQL Server.
Security: eg. Anti‑virus/Anti‑malware, Encryption
Cloud Productivity: eg. Microsoft 365, Google Workplace, Dropbox etc.
Unified Communications: On‑premises & hosted VoIP PBX, Handsets etc.
Network Technology: Physical cabling, routers, firewalls, switches, wireless access points, etc.
Hardware: Desktops, Laptops, Servers, Printers etc.
Additional Requirements
A quiet distraction‑free working environment
A reliable high‑speed Internet connection
A smartphone (iOS or Android) for security authentication
Reliable transportation
A Typical Day
As a Technical Support Specialist with Invizio, a typical day will start with you reviewing the tickets that you are assigned and following up with clients. A few days a week you will have a morning call with the Service Delivery team to discuss open tickets. You will also communicate with your teammates regarding ongoing projects and work with clients to help resolve issues. You may need to visit a client location to deliver and set up a laptop or deploy a server or firewall. During deployments you will note all relevant system and configuration information and add it to the client documentation system. While working with clients you will track your time in our ticketing system and make sure all tickets are always kept up to date with current status and next to do items. You will find yourself doing research or collaborating with your teammates regularly via chat, video or calls.
Preferred Experience
3 Years of IT Technical Support (Candidates that do not have at least 1 year of experience will not be considered).
Previous experience at an IT Support or Managed Services Provider is preferred. This would indicate you are familiar with ticketing/help desk software (i.e. Autotask, ConnectWise, etc.), RMM software (i.e. Kaseya, Autotask, N‑Central, etc.).
Ability to prioritize, schedule, coordinate and manage a variety of activities and projects.
Candidates with a Two or Four year degree in Computer Science, Engineering or IT related field of study are preferred.
Benefits
A human‑first approach to Paid‑Time‑Off
Paid US holidays
Dental, Life and Vision Insurance
Access to 401(k) retirement plan
Subsidized Health Insurance
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