Helpdesk Level 2

Total Secure Technology is a leading technology solution provider which delivers cutting edge technologies as a service to small and midsized businesses. The qualified candidate will be providing support services for industry leaders such as Azure, Intel, Microsoft, Linux, VMware, Cisco, Sophos, HP, Dell, Mitel, and more. The selected candidate will participate in developing solutions which add significant value to the end-users by increasing their productivity and efficiency. Total Secure Technology is looking for a Helpdesk Level 2 to work on various incidents, projects, and technology solutions. The ability to analyze business processes and workflows, while identifying inefficiencies to develop solutions that will increase productivity is a must. Exceptional communication skills (verbal and written), superior natural intellect, and high motivation are required. Must have valid CDL, reliable transportation and proof of insurance. THIS IS NOT A REMOTE WORKING POSITION. The candidate will be expected to report to the office on a regular basis.

Helpdesk Level 2
Type: Permanent Full-time
Salary/Pay: Commensurate with experience

GENERAL SUMMARY:
The Helpdesk Level 2 is responsible for managing and maintaining our end client's networks. Ensuring client satisfaction and quieting their networks are essential in this position.
Essential Duties and Responsibilities:
The Helpdesk Level 2 position is a key contributor to the success of managing our client's networks. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.

Knowledge, Skills, and/or Abilities Required: 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.
• Ability to work on multiple priorities and/or projects simultaneously.
• Excellent listening and communications skills, both verbal and written.
• Strong customer relationship skills.
• Organized, detail-oriented and self-motivated.
• Ability to provide and maintain detailed documentation on each job.
• Strong computer skills and the ability to effectively communicate through e-mail.
• Intermediate knowledge in routers, layer 2/3 switches, and other networking devices.
• General knowledge in managing Microsoft Server Operating Systems and Networks.
• Advanced knowledge of all Microsoft Workstation Operating Systems and Applications.
• Ability to remain in contact with the client thru the completion of the incident.
• Problem-solving abilities and ability to meet reasonable deadlines.
• Ability to build positive and collaborative relationships.
• Willingness to develop professionally.
• Ability to work with little supervision and manage a team.

Company Expectations:
Success in the Helpdesk Level 2 position will be based on your ability to meet or exceed our client's expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements. The team will be graded on the profitability of the client agreements and on the number of incidents that are able to be resolved before affecting the clients.

Position recommended minimums (or equivalent):
• A+ Certification
• NET+ Certification
• Microsoft Certified Professional
• 7+ years' experience in computer network management
• Knowledge of Sophos Firewall and MTR Services
• Continuum\ConnectWise experience is a plus

Work Atmosphere: Normal professional, office environment.

Career Paths Opportunities:

• Helpdesk Level 3
• Systems Engineer
• Senior Systems Engineer
• Service Manager
• Technical Sales Engineer
• Director of IT
• C Level CEO, CTO, COO, CFO, CMO

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.