Support Technician, II

About the role

Netrix Global is seeking a Support Technician, II to join its Technical Operations Center in Wyomissing, PA. The role involves day‑to‑day data‑center operations, customer support, and escalation handling to ensure high availability of equipment and services.

Key responsibilities

• Monitor and maintain servers, network equipment, and data‑center infrastructure, performing routine diagnostics and hardware replacements.
• Open, triage, and resolve support tickets using systems such as Footprints, ServiceNow, or ZenDesk, escalating to higher‑tier engineers when needed.
• Perform physical tasks including racking, de‑commissioning, cross‑connect installation, and PDU/power circuit audits.
• Provide smart‑hands assistance, on‑site support, and documentation of processes and deployments.
• Participate in on‑call rotation, emergency site visits, and escalation events while adhering to SLAs.

Required profile

• Minimum 2 years of technical troubleshooting experience in a ticket‑based support environment.
• High‑school diploma or GED required; associate’s degree in a related field preferred.
• Strong customer‑service attitude with excellent written and verbal communication skills.
• Ability to work overtime, weekends, holidays, and on‑call rotations as needed.

Required skills

• Certifications or experience with A+, Network+, Security+, Linux+.
• Proficiency with ticketing platforms (Footprints, ServiceNow, ZenDesk).
• Experience using RMM and monitoring tools such as Auvik, LogicMonitor, ConnectWise Command, N‑Able.
• Knowledge of VMWare, Active Directory, Datto, and iSeries backup procedures.
• Hands‑on experience assembling, deploying, and troubleshooting PC, server, and network hardware.

What we offer

• Competitive compensation package and comprehensive group benefits.
• Flexible work schedule, paid time off, and a casual work environment.
• Opportunities for professional growth within a mission‑driven organization.