As a Support Technician II, you relish the fact that you are the first point of contact for all IT related concerns for our 3000+ internal users. You constantly strive to exceed users’ expectations regarding support needs through superior customer service and follow through until resolution. You understand that maintaining outstanding levels of customer service requires a relentless thirst for knowledge, an innate ability to find root causes of problems, and clearly understood escalation paths. You take pride knowing that your users are well taken care of, always. You balance tactics with strategy, place 35% of your time on projects, and help elevate Support Technician level I team members.

What is CyraCom?

CyraCom has been in business for 25 years and is one of the top language services providers in the US. Every day we help tens of thousands of people communicate by breaking down the cultural and linguistic barriers in their lives. These conversations happen through our interpretation services which are offered over the phone, through video, and on-site. Our interpreters help in emergencies like 9-1-1 calls, major life events like delivering a baby, and day-to-day scenarios like setting up car insurance. Our clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.
 

As a Support Technician II, you will:

Serve as an escalation path to solve troubleshooting requests that are more difficult and complicated in nature.Identify inefficient process flows, implement improvement plans and communicate these improvements to the team at large.Promote individual and team growth by willingly transferring knowledge bi-directionally through training sessions and informal conversations.Be an advocate for the continuous improvement of our IT systems by taking the feedback from your user interactions as vehicles for positive change.Sustain and grow your knowledge of all areas of our IT systems including servers, networking, applications and development. Have the capacity, willingness, and motivation to assist with and perform the duties assigned to those who are junior to you.Thrive off of a team environment and enjoy working with and supporting IT resources, Project Managers, Sales, Marketing and Operations. Willingly and occasionally work nights and weekends to appropriately support the business.Travel, on occasion, to any of our numerous call centers in the US to lend a helping hand and collaborate with other Support Technicians.

As a Support Technician II, you must have:

A High School diploma, GED or equivalent, with some post-secondary education.2-4 years of related experience.Any equivalent combination of directly related education and experience may substitute for the above requirements.Experience using Windows 10 and Windows 11, Mac OS, O365/ M365, Active Directory Administrative Tools and Azure, and Intune Administration.Enhanced knowledge of desktop and laptop hardware diagnosis and repair.Enhanced knowledge of Cisco IP desk phones and telepresence units.Enhanced knowledge of the OSI model and fundamental network troubleshooting techniques.Enhanced knowledge of hard drive imaging, network file shares, network printing and audio/video configuration for collaboration clients.Native or professional English fluency.
 

Nice-to-have experience:

Microsoft MTA Certificate, Microsoft MOS Certification, CompTIA A+ Certificate, ITIL v3 Foundations Certificate, CompTIA Net+ Certificate, Citrix Certified Associate – VirtualizationEnhanced knowledge of current Cisco collaboration technologiesKnowledge of PowerShell

Compensation and Benefits:

CyraCom provides a generous menu of benefits from which you can pick and choose what is best for you and your family, including Medical, Rx, Dental, Vision, Life, AD&D, Disability, 401(k), Paid Time Off, Employee Assistance, Employee Referral Program, Tuition Reimbursement, and professional development. CyraCom also provides competitive salaries. This role typically starts at an annual salary of $55,000.00 - $70,000.00, depending on experience.

Where would you work?

This is a full-time, on-site role based from our office in Tampa, Florida.

Physical Demands:

Requires sitting or standing for extended periodsExtensive use of a computer and repetitive hand movements in the performance of dutiesOccasional lifting and carrying of material weighing up to 50lbs may be required

Duties not listed in this position description may be required of the employee at the discretion of management. CyraCom International, Inc.’s success is driven by the advantage created by the collective efforts of its employees, and is dependent upon a diverse, inclusive environment that embraces change, new ideas, respect for the individual and fosters an equal opportunity for success. We have zero tolerance for discrimination, intimidation or harassment of any kind. CyraCom International, Inc. maintains a drug-free workplace.