Support Technician - Level 2

Founded in 2003, Adna Technologies offers managed IT services, telecommunications services, connectivity, and consulting for the mid-Michigan area and beyond—basically, we help businesses stay connected in every possible sense. And guess what? It’s your lucky day: we’re looking for a Level 2 Support Technician for our team.

So, What does a Level 2 Support Technician Do?

Responsible for remotely managing and maintaining our end client’s networks, proactive management of environments, planning updates, etc. . The position will also require occasional hands-on hardware setup/deployment in our office and at our client's offices. You will act as an escalation resource to our Helpdesk team and will be responsible for planning and implementing upgrades to client environments with minimal downtime. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software. You will lead by example, creating technical procedures and accurately documenting the performed work in a timely manner. 

Do You Have What It Takes?
The Level 2 Support Technician position is a key contributor in the success of managing our client’s networks. Basically, you'll need virtuoso level skills when it comes to technology and the ability to see through the noise to the root cause. Our growing team needs to respond to tickets generated by end-users and our monitoring and automation tools - so you’ll need strong interpersonal and technical communication skills, attention to detail, and a can-do attitude. We need you to be open to ideas and bring your own new ideas to the team; we offer a fun, engaging, supportive environment in which your ideas can thrive.

Does this sound like you? Great, read on!
Applicant is responsible for hardware and internet required to perform duties when working in our remote environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Role and Responsibilities

• IT support relating to technical issues involving both Microsoft’s core business applications and Mac environments, as well as virtual environments built on Microsoft and VMware 
• Support services for Microsoft related technologies: Windows Desktop, Windows Server, Exchange, SQL, SharePoint, Active Directory, Entra ID, Azure, and Microsoft 365, etc.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security 
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix 
• Implement and support disaster recovery solutions 
• Update system documentation and procedures 
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages 
• Maintain familiarity with industry best practices 
• Document work and track time thoroughly and accurately 
• Communicate effectively with customers, the Service Team & Project Team
• Be an organized self-starter who shows up every day, on time, Dependable 
• Actively participate and contribute to team and company meetings 
• Other duties as assigned

Required Personal Skills

• Strong and demonstrable verbal and written communication skills and impeccable grammar 
• Superior and demonstrable attention to detail 
• Must create well written & understandable documentation 
• Ability to follow directions and policies precisely 
• Good Problem-solving abilities 
• Organized, and self-motivated 
• Must be ability to meet deadlines 
• Ability to build positive and collaborative relationships 
• Must employ excellent listening skills and have patience

Non-Required Qualifications (But we'll think you are super cool if you have them):

• 2 years of experience in a technical field or Customer Service 
• Microsoft Desktop Operating Systems 
• Microsoft Server Operating Systems
• Azure/Microsoft 365
• Active Directory/Entra ID 
• Microsoft Office Applications 
• General TCP/IP networking knowledge including DNS, DHCP, routing, etc. 
• Smart phones/Mobile Devices

About Our Work Environment

 Our Lansing, Michigan office has an open, collaborative vibe. Sometimes, you’ll have to be a good sport about things like carrying heavy items, crawling under office furniture, negotiate step ladders, etc. to do your job.

It's Not Just Work - Sometimes It's Just Fun & Games
We actively endorse Friday afternoon happy hours. We also have a great annual holiday celebration and try to do several off-campus activities as a group (family included!) each year. And most importantly, we pride ourselves as a company with excellent camaraderie. Our employees have good things to say about working here: the coffee is good, the daily challenges are great, and we feel more like friends than colleagues.

What Compensation Can You Expect?
This is a full-time position. Adna Technologies offers a full compensation package including health benefits. You can expect:

• Training and support
• Medical, with premium for individual employee paid entirely by the company
• Paid holidays and vacation
• Paid sick time
• 401K/401K Roth with 3% safe harbor
• Quarterly Profit-Sharing
• Travel reimbursement
  

What To Expect From Our Hiring Process

• Criminal background check—we gotta do it. Peaceful protests from your hippie days are totally cool; serious offenses are probably not cool
  
• If you’re selected for an interview, you’ll need to bring professional references.

Thanks for your interest in working here. We hope to see you soon!

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.'

Salary : $54,000 - $59,000