Service Technician II

The Service Technician II at SYAND plays a critical role in the day-to-day management of service desk operations, with a focus on resolving escalated support tickets through to completion. This position is part of a collaborative team that delivers technical support to a diverse portfolio of managed service clients across multiple industries. Success in this role requires strong troubleshooting skills, a customer-focused mindset, and the ability to thrive in a dynamic, fast-paced environment. SYAND seeks motivated professionals who are passionate about technology and committed to delivering high-quality service. 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies: 

Intellectual

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures. 
• Design - Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; applies design principles; demonstrates attention to detail. 
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. 

Interpersonal

• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. 
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things. 
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. 
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. 
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. 

Leadership

• Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others. 

Organization

• Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals. 
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources. 
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. 
• Organizational support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity. 
• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions. 

Self-Management

• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments. 
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. 
• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly. 
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. 
• Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. 
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. 

Technical

• Fundamentals of operating systems 
• Understanding of systems and network virtualization technologies 
• Familiarity with cloud services usage and administration 
• Administration of network services (IPv4, IPv6, DHCP, DNS) 
• Basic administration of Group Policy, including printer, file share, and file access policies 
• Understanding of network protocols, including routing and switching configuration and troubleshooting 
• Basic knowledge of security requirements in a Windows domain environment 
• Foundational understanding of network security and threat mitigation strategies 

EDUCATION AND/OR EXPERIENCE

• AS or BS in IT Related field preferred. 
• 2 to 5 years’ experience in a desktop support, software support or system administration role. 
• Experience working for a managed services provider preferred. 
• Experience with the following technologies required: 
• Hands-on experience with?Windows 11?desktop operating systems 
• Proficiency in managing and maintaining?Windows Server?environments 
• Working knowledge of?Microsoft Active Directory,?Microsoft Entra ID, and?Microsoft 365?administration 
• Familiarity with?desktop and workgroup printing devices, including setup and troubleshooting 
• Experience with?server and desktop backup solutions, including configuration and monitoring 

Experience with some of the following technologies preferred

• Proficient in Microsoft 365 suite, including Exchange Online, Teams, SharePoint, OneDrive, and integrated telephony systems 
• Hands-on experience with Microsoft Azure for server and network infrastructure management 
• Strong knowledge of Microsoft SQL Server administration and maintenance 
• Experience configuring and managing Ruckus and Cisco Meraki wireless networking solutions 
• Skilled in deploying and maintaining SonicWALL and Cisco Meraki firewall appliances 
• Proficient in virtualization technologies including Microsoft Hyper-V and VMware 
• Familiarity with Dell and Lenovo desktop and server hardware 
• Experience with SAN/NAS storage solutions from Lenovo, Dell, and Synology 
• Working knowledge of Professional Services Automation (PSA) tools such as ConnectWise, Autotask, and Kaseya BMS 
• Proficient in Remote Monitoring and Management (RMM) platforms including Kaseya, ConnectWise Manage, and Datto RMM 
• Experience with Acronis Cyber Protect for cybersecurity and data protection 
• Knowledge of Datto backup and disaster recovery solutions 

The following certifications or requisite experience required:

• CompTIA A+ 
• CompTIA N+ 

The following certifications are highly preferred

• Microsoft Certified: Azure Fundamentals 
• Microsoft 365 Certified: Fundamentals 
• Microsoft Certified: Azure Administrator Associate 
• Microsoft 365 Certified: Modern Desktop Administrator Associate 
• JAMF Administrator 

SYAND provides its technicians with opportunities for training and certification on our core vendors and technologies. 

Primary Responsibilities

• The following are the key areas of responsibility for this position. 
• Diagnose and resolve issues related to desktop, server, and network environments, including third-party hardware and software components 
• Collaborate with senior technical staff by escalating complex issues appropriately and maintaining clear communication with clients regarding ticket status and resolution progress 
• Deliver on-site technical support for infrastructure, systems, and end-user devices as required 
• Gain proficiency in SYAND’s internal tools and workflows, contributing to continuous improvement initiatives through feedback and process refinement 
• Participate in the on-call rotation as scheduled by service management, providing after-hours support during assigned periods throughout the year