Help Desk Tier II

Role

Job Summary

Responsibilities

• Diagnose and resolve both basic and advanced technical issues across user devices, networks, workstations, servers, wireless systems, audio/visual, security systems, cloud environments.
• Work with vendors for issue resolve
• Provide Professional Technical Support working directly with end users daily
• Assist with Information Technology Security and Managed Services for all clients
• Troubleshoot and resolve application issues and solve network and security problems.
• Serve as the main escalation point for Tier 1 tickets, addressing urgent and after-hours technical issues as required.
• Work collaboratively with third-party vendors to ensure support and stability for customers IT systems and services
• Assist with projects assigned working collaboratively with all project team members
• Utilize ticketing, scheduling, and RMM tools for efficient and quality-oriented service
• Document, track, and monitor problems to ensure timely resolution.
• Develop and update documentation for consistent standards and security best practices.
• Uphold a strong commitment to customer service, ensuring customer satisfaction by addressing their needs promptly and effectively
• Work assigned schedules, after hours and overtime as requested
• Continuing education and skill set to stay on top of always changing technology

Preferred candidate profile

• Qualifications

  :
• 23 years of relevant experience in IT support or a related field
• Experience with higher level escalated technical support issues
• Associated Technology Degree and or Certifications such as CompTIA A+, Network+, or Microsoft Certified: Windows Server Fundamentals
• Demonstrated experience in Azure Management, Azure Administration and ongoing support, Microsoft O365 Administration
• Networking, VPN, Cisco/Meraki configuration and administration
• Strong troubleshooting and technical support experience.
• Excellent written and verbal communication skills in English
• Ability to work independently and as part of a team
• English Documentation