Tier 2 Technician

Job Overview: As a
Tier 2 Technician
 at IT Voice, you’ll play a vital role in installing, maintaining, testing, and repairing systems and networks in the Kansas City metropolitan area. Using your technical expertise, you’ll provide first-level technical support to IT Voice customers, resolving technical issues efficiently and ensuring seamless IT operations.
Key Responsibilities:
Provide customer support and resolve technical issues efficiently.
Maintain and troubleshoot software, hardware, networking, and communication systems.
Offer training and guidance to staff and clients on new technologies.
Conduct weekly site visits to clients in the field for on-site support.
Ensure tickets are closed within
3 days
 while maintaining high customer satisfaction.
Serve as a primary project member on technology projects with moderate scope and impact.
Stay up to date with current technological developments and industry trends.
Requirements:
Experience:
 Minimum
3 years in IT
, with system maintenance and troubleshooting experience.
Certifications:

CompTIA+ and Network+
 (working toward or achieved).
Skills:
 Strong troubleshooting, system maintenance, networking, and communication skills.
Location:
Must live within commuting distance of the Kansas City metro area.
Additional:
 Good driving record and ability to lift up to
70 lbs
 for equipment transport and installation.
Performance Goals:
Aim for
32-40 hours weekly
 per team member.
Target
80%-100% monthly utilization
 per team member.
Maintain a
monthly CSAT score of 95.0
 for high customer satisfaction.
Ensure
tickets are closed within 3 days
 of creation.
Additional Information
:
Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
While the work is Monday – Friday,
overtime is required
. (To be discussed with Hiring Manager)
At IT Voice, we’re committed to
excellence, teamwork, and innovation
. We provide the tools and support you need to grow in your IT career while making a direct impact on the clients we serve. We are also a Team – so if it would bother you to take out the trash one day, it’s best you do not apply.
Compensation & Benefits:
Benefits:
 401(k), health, dental, vision, and life insurance
Paid Time Off (PTO)
Travel reimbursement
Work-from-home opportunities
 (as applicable)
Work Schedule:
Monday to Friday (Overtime opportunities available)
Work Location:
Kansas City (Hybrid)
Company Website:

www.itvoice.com

About IT Voice

IT Voice is a leading provider of IT solutions, specializing in network management, system administration, and technical support. Our team is dedicated to delivering top-tier service to our clients, guided by our core values:

• Focus on others, own it, work smart, and do the right thing.
• We prioritize client needs above all else, taking ownership of every task and approaching our work with efficiency and integrity.