IT Tier 2 Tech/Advanced Support Tech

Your Mission, Should You Choose to Accept It: 

Your Mission Should You Choose to Accept It

The IT Tier 2 technician is responsible for managing, maintaining, scoping, estimating, and implementing IT services across all of Facet’s managed service clients. This includes some work with Google and Microsoft Azure cloud services like Google Workspace, Azure Active Directory, and Microsoft 365. The Technician will work with the partners directly to ensure that processes are documented, proposed work is scoped, and clients are updated on changes in software, hardware, and IT strategy at regular intervals.

The Tier 2 Tech’s ultimate responsibility is to provide a responsive, professional, and technically experienced response to clients while buffering the partners from remote support requests and other IT related issues.

As IT managed services are an evolving practice — Facet expects that the technician will provide direct feedback to the Facet partners about how to better operate and streamline our IT delivery. We take pride in implementing new processes with our clients, seeking to solve a problem once and automate client and Facet operations.

 

Responsibilities

  1. Task Ownership. Technician must have a strong sense of task ownership, working to recommend, solve, and consistently communicate timelines and results with a direct tone.
  2. Develop Understanding of Business Context. Technician works to understand the impact around each IT support task, including potential risks and outcomes.
  3. Project Estimates. Technician effectively communicates the assumptions, steps, and confidence around their estimates.
  4. Communicating Risk in a Timely Manner. The Technician is responsible for effectively communicating the likelihood of challenges with delivery scope as soon as they are encountered.
  5. Provide Technical Support to Clients and Facet Team Members. Work with the triage team to provide support through our IT service desk in JIRA.
  6. RMM Administration - Kaseya VSA. Technician will work in, update, and manage Facet’s existing RMM tool, Kaseya. The Technician will be expected to leverage the RMM tool for automation and improved reporting for clients.
  7. Vendor Management. Technician will need to manage and interface with vendors from time to time in order to direct work or resolve issues.
  8. Licensing/CSP. Technician will administer the licensing process directly though a vendor like Microsoft or with a reseller like Pax8.
  9. Standard Operating Procedures (SOPs). Technician endeavours to gain a deep understanding of Facet’s current SOPs, assume shared process ownership and contribute towards their improvement. Wherever possible Technician will produce automation to supplement written SOPs, including automated deployment, audits, CI/CD scripts, or macros deployed via RMM or for use directly on a machine.

 

Outcomes: Specific Measures of Success

  1. 95% Consistency with Project Estimation Confidence. As a team, it is paramount to be consistent with the estimates that are provided to end clients for approval. Technicians should ensure their projected range of hours are within margin 95% of the time estimated and any blockers or changes in scope are communicated when encountered.
  2. IT Support Throughput. Produces a consistent and quality work product mitigating the need for rework or intervention by the partners, planning for extensibility towards future scope, and maintaining a strong ratio of support output to communications (80/20).
  3. Advocates for Improving IT support conventions where necessary. Create tickets around technical debt, changes in standards based on the broader IT community and generally accepted best practices. Engages in initiatives and projects that benefit not only a single client project, but all of our clients and the methods we use to service our portfolio of IT clients.
  4. IT Process Tuning. As needed, review IT performance and security bottlenecks and suggest changes to architecture to achieve scalable results.

 

Role Competencies

  1. Estimation workflow for IT projects and support including estimation confidence scores.
  2. Client expectations management:
    1. Challenge requirements that aren’t tied to the end business result, e.g. reducing client employee downtime or providing a work-value multiplying tool.
    2. Compare and contrast IT support/project decision making to impact on KPI growth. For example, do not prioritize work that requires 40 hours for an expected marginal KPI performance boost.
    3. Promote the selection of supported and known solutions and best practices by communicating the limitations or boundaries of available solutions when confirming the scope.
    4. Continually position Facet as a partner to client businesses, never compromising on our commitment to deliver valuable solutions just to fill our delivery backlog.
  3. JIRA Ticket Management
  4. Slack Communications
  5. Harvest Time Entry
  6. Understanding of IT managed service solutions, their operation, and the overall landscape.

     

Technical Skills

  1. Windows Server 2008 and later
  2. Linux Server Distro Experience
  3. Azure Cloud Services
    1. Active Directory
    2. GPO
    3. Licensing
    4. Virtual Machines
  4. Google Cloud Services
    1. Workspace
    2. Virtual Machines
  5. Networking
    1. VLAN + Subnets
  6. General understanding of VOIP rollouts
  7. Powershell scripting/automation
  8. Integromat/No-Code automation experience a plus

Not required but highly desirable:

  1. Symphony PHP
  2. Python
  3. Docker/Kubernetes/Helm
  4. Terraform

 

Experience

  1. Minimum of 3 years professional experience in an MSP environment or other related IT field.
  2. Current certifications are not required but nice to have.
  3. Bachelor’s degree in computer science, engineering, business or related field.
  4. Demonstrated ability to effectively manage projects and deliver on commitments.
  5. Build and present business justifications for IT projects.
  6. Ability to multi-task between enterprise initiatives and routine IT operations.
  7. Strong organizational skills with the ability to handle numerous tasks simultaneously; with a great attention to detail, and a sense of urgency without compromising quality.
  8. Ability to provide high level strategic consulting to clients.

     

Cultural Fit

  1. Growth
  2. Over-communicate
  3. Overanalyze
  4. Peers, Not Peons
  5. Leverage Ideas, Not Time
  6. Locally Optimize, Innovate Globally
  7. Extreme Ownership

Read more about our culture: https://facetinteractive.com/about

 

Contracting

  1. We are looking to engage a 1099 contract worker with hours dependent on work required. You are the expert, we will ask you for scope/estimates after discussing work requirements.
  2. This job is open to anyone outside the state of California.
  3. Rates will vary depending on experience.

 

How to Apply

Visithttps://facetinteractive.com/about/hiring/pre-interviewto start the pre-interview process.