Support Tech II - Lanter Delivery Systems

Support Tech II

Founded in 1981, Lanter Delivery Systems is a national logistics company and a leader in overnight, unattended delivery of auto, agricultural and industrial parts from their customer's distribution centers to dealer locations. In the 21st century we live in a business culture that demands cost and logistical efficiencies combined with increased productivity. Lanter's strategic, process driven approach has been embraced by the marketplace and is setting new standards in the automotive and agricultural manufacturing marketplace. We see a bright future on the road before us and we are very excited about bringing our solutions to a variety of new industries.

The ideal candidate will embody our company's Non-Negotiables:

• Walk in Humble Confidence - We are experts at what we do, but we never assume we know everything.
• Be Open, Honest and Respectful - We say what has to be said in a tactful, courteous way.
• Be Fearless - We never fail, we only learn.
• We are One Team - We achieve more together by collaboration and consensus.
• Delivery on Commitments - We do what we say we will do.
• We have a Passion to Serve - We are dedicated, hardworking individuals who provide exceptional service to our customers and to each other.
• We put Safety First - We prioritize the safety of our team members and customers above all else in our business.
• We Strive for Operational Excellence - We are dedicated to a culture of continuous improvements, driving quality and productivity.

We are seeking a highly skilled and service-oriented Support Tech II to join our team. This person will be focused on providing premium, personalized white glove technical support for high-profile users within our organization. This role involves in-depth troubleshooting and support for Windows 11 systems, Microsoft 365 Suite, various desktop software, and VPN connectivity. The ideal candidate will have an exceptional customer service mindset, excellent communication skills, and technical expertise to deliver seamless support experience.

This position is onsite in our corporate office and will require someone to be in the office daily.

Responsibilities

• Resolve a wide range of system issues, diagnosis of workstation issues, and address trouble tickets.
• Maintain performance and availability standards through implementing appropriate technical solutions.
• Provide support for implementation and maintenance of IT systems.
• Provide after-hours support as needed.
• Provide escalation support to the Service Desk Team regarding issues with enterprise systems.
• Attend meetings weekly and provide weekly status reports.
• Support and maintain Windows Workstation and AV equipment.
• Work with and manage Windows Active Directory, Azure, and Intune including support of migration of workstations and objects User account and security group administration within Azure, Entra ID, Exchange, and Office 365.
• Deploy applications and system updates as needed using Intune.
• Ensure compliance of current security policies and remediations.
• Recognize trends and catch problems before users are impacted.
• Troubleshoot and administer SharePoint along with solving 'how to' questions for users.
• Communicate directly with end-users/management, when necessary, to resolve issues and complete requests.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train to also support other technical tasks and responsibilities.

• White glove support-Drive customer satisfaction through personalized, high-quality support to senior staff and high-profile users.
• Clearly communicate escalated issues to Tier 3 and product managers as needed
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Review all technical support-related processes and documentation for continuous improvement.

Experience/Systems/Technology:

• Minimum 3 - 5 years' experience in a tier 2 role supporting end-user computing in a Windows environment
• In-depth experience with Windows 10 and 11 administration, including configuration, maintenance, and security.
• Strong knowledge of Microsoft 365 administration, including Entra ID and Active Directory, MS OneDrive, Exchange, Teams, and SharePoint
• Familiar with scripting, PowerShell skills
• Experience using SolarWinds management software (or similar tool) to document, track, and report incident service requests
• Familiarity with AZURE, Intune, Antivirus, and security deployment tools.
• Working knowledge of remote desktop tools and VPN technologies

Education:

• Minimum of High School Diploma or equivalent
• Certifications (preferred but not required)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Microsoft Certified: Azure Fundamentals or Azure Administrator Associate
  • CompTIA A+ or CompTIA Network+

What You'll Bring:

• Demonstrated strengths in organizational, attention-to-detail, reasoning, critical thinking, and problem-solving skills
• Demonstrated ability to manage multiple projects/tasks, meet deadlines, and adjust priorities appropriately in an evolving work environment with shifting time frames
• Self-starter with a high degree of initiative, determination of sense of urgency, utilizing good judgement, decision-making skills, and follow-up
• A passion for detail and accuracy
• An understanding of the importance of maintaining confidentiality

• Exceptional verbal and written communication skills
• Excellent customer service skills, while displaying a positive attitude
• An eagerness to learn and progress your technical aptitude

• Commitment to values embodied in Lanter's non-negotiables

Lanter Delivery Systems is proud to be an equal opportunity and affirmative action employer regardless of race, color, gender, age, sexual orientation, gender identity, religious beliefs, marital status, genetic information, national origin, disability or protected veteran status.