IT Help Desk Technician - Tier 2

Minimum job requirements:

• Provide valuable service by offering a state-of-the-art customer support experience and a high-quality technical assistance.
• Address customers professionally in any situation; ask questions to quickly determine the nature of problems; follow up with customers to ensure issue has been resolved.
• Manage Service Desk tickets in a timely manner
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or other technical staff
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Test software and hardware to evaluate the ease of use and whether product can aid user in improving work performance and efficiency
• Works with image and software deployment technologies to maintain an up-to-date computing environment
• Participate in workshops and brainstorming sessions to explore new ideas and innovative technologies
• Fluent and clear English with good communication skills.
• Office 365 management.

Minimum education requirements:

• A+ certification required
• Post-secondary education in Technology
• Strong technical aptitude and hands on experience.
• 2+ years’ experience in a Service Desk Engineer role.
• 3+ years in customer service
• Excellent knowledge of Microsoft Windows Domain environment.
• Knowledge of scripting languages is a plus
• Familiar with deployment technologies
• Available but not limited to work Monday - Friday between the hours of 8:00AM and 6:00PM
• MCP, Network+, and Server+ is an asset

Most common tasks you will encounter in this position:

Experience on Active Directory, Office 365, VPN, Printer support

Excellent communication (verbal and written), interpersonal, business management, time management, and developmental skills.

Active directory management.

Performing and verifying backups of servers and computers.

Hardware and software installation.

System configuration.

Network administration.