It Help Desk Support Tier 2 Service Agent

Job Description: IT Help DeskSupport Tier 2 Service Agent

Reports To
Service Manager

Position Summary

The Tier 2 Service Agent oversees all customer service requests related to equipment and systems installed and managed by IQ Machines at client properties. The Tier 2 Service Agent will work closely with the Service Manager and Tier 1 service Agents to make sure that service tasks are completed in a timely and professional manner, and that systems and equipment maintained by IQ Machines are monitored and accessible. Tier 2 Service hours are 9am to 5pm but will occasionally require evenings and weekends. Compensatory time off is provided. This is a full-time salary position.

IQ Machines offers a full range of employee benefits including paid vacation, healthcare, and retirement 401k match.

Responsibilities

The primary responsibility of the Tier 2 Service Agent is to execute the resolution of any problems with IQ Machines’ equipment, or any problems reported by residents or property staff. The Tier 2 Service Agent researches, documents, and resolves all tickets escalated from the Tier 1 desk. Additionally, the Tier 2 Service Agent plans and executes repairs of IQ Machines systems utilizing 3rd party contracted labor. A summary of key responsibilities is as follows:

Troubleshoot and Resolve Tier 2 tickets from the Customer Support Help Desk

• Plan and execute on-site subcontractor technician visits at IQ Machines remote sites
• Ensure documentation of service actions
• Oversee timely resolution of Tier 2 Service issues – provide technical assistance/direction when needed, escalate to senior staff when appropriate
• Communicate status of critical issues and related work plans to key customers

Monitor and Maintain Operation of Systems and Equipment Installed by IQ Machines

• Use network monitoring software to anticipate and react to equipment failures
• Keep systems and equipment operating smoothly and troubleshoot breakdowns
• Determine when to send field technicians for critical system repairs and oversee the repairs
• Track supplies of spare equipment available at each site and at main office.
• Create purchase orders as needed to maintain equipment levels, and receive equipment and stock

Participate in New Projects

• Recommend system improvements
• Participate in documentation reviews to ensure all as-built documentation meets the as-designed criteria
• Help resolve project installation and operational issues with team

General Responsibilities

• Review internal equipment needs with senior staff
• Communicate effectively with the property staff, residents, colleagues, and contractors involved in projects and ongoing property operations
• Review working practices to support continuous improvement
• Perform other related duties as assigned

Success Criteria

The primary success criteria for this position is customer satisfaction. More specifically, the Tier 2 Service Agent is measured on the successful operation of the systems maintained by IQ Machines, and the effectiveness of the Help Desk to respond to client and resident issues. Success will be measured using:

• Customer feedback and survey data
• Efficiency of executed repairs at IQ Machines sites
• Metrics for key Help Desk effectiveness
• Accuracy and quality of information submitted to customers
• Accuracy of documentation submitted for trouble tickets
• Attentiveness and willingness to work on special tasks assigned
• Ability to self-motivate and stay busy when not working on day to day activities

Experience and Education Preferred

• Bachelors level degree in engineering, computer science, or IT related discipline
• Firewall and router suites
• Zendesk or other Help Desk software
• IT certifications are a plus (CCNA, CCNP, CISSP, Network+, A+. etc)

Experience and Education Required

• Associates or other technical degree in IT, engineering, or related experience
• Strong verbal and written communication skills
• Experience as a network engineer or tech support
• 2 years of experience in all aspects of customer service
• Proficient in Microsoft Office applications
• 2 years of experience with Mac and Linux