SUMMARY: Weare seeking a proactive and detail-oriented Level 2 IT Technician to support patching and maintenance within an IT Service Management (ITSM) environment. This role is responsible for ensuring systems remain up-to-date, secure, and operational by applying patches, conducting regular maintenance, and troubleshooting IT infrastructure issues.
PRIMARY DUTIES include but are not limited to:
- Deploy operating system (OS) and application patches following IT security and compliance guidelines.
- Ensure timely updates of Windows, macOS, Linux, and third-party software across all endpoints.
- Monitor and troubleshoot patch failures, escalating issues as needed.
- Work with IT Security teams to mitigate vulnerabilities identified in patch management reports.
- Maintain compliance with industry standards (e.g., NIST, CIS, ISO 27001) by following patching best practices.
- Perform preventive maintenance on IT systems, including servers, workstations, and network devices.
- Monitor system health dashboards to proactively address potential issues.
- Document maintenance schedules, patch deployments, and resolutions in the ITSM system.
- Respond to IT service requests and incidents related to patching and maintenance.
- Troubleshoot performance, compatibility, and security issues arising from patch deployments.
- Ensure proper rollback procedures are in place for failed updates.
COMPETENCIES:
- Hands-on experience with enterprise patch management solutions for Windows, Virtual Servers, and desktops.
- Familiarity with cybersecurity best practices and vulnerability management.
- Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues.
- Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools.
- Ability to communicate effectively and professionally with all customer contacts.
- Ability to provide clear written communication for ticket/project updates.
- Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
- Excellent verbal skills for customer interaction.
- Excellent documentation skills.
- Dedicated to always providing exceptional customer service.
- Proficiency in all aspects of the core technical requirements.
- Strong team collaboration skills.
REQUIRED EXPERIENCE REQUIRED:
- 3+ years experience as a Systems Engineer.
- Ability to troubleshoot, Analyze, and configure VMware, O365, backups, desktops, Window, client/server in a variety of Operating Systems.
- Proven track record and experience with Microsoft, Mac, and Virtual services.
- Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching.
- Working technical knowledge of current network hardware, protocols, and internet standards.
- Strong background with ticketing systems and tracking work.
- 2+ years in a customer facing role, MSP preferred.
- 2+ years working with SaaS products.
PREFERRED CERTIFICATIONS/Skills:
- Microsoft Certifications preferred.
- Bonus points for Connectwise, Automate or N-Able experience.
- Virtualization technology certified a plus. (Azure, VM Ware and AWS)
- Experience with MSP tools like ITGlue are a bonus.
