Level 2 Remote Desktop Support Technician

Houston based MSP seeking an experienced Level II Remote Desktop Support Technician, to provide technical assistance to our clients in a fast-paced environment. Daily tasks include remotely troubleshooting, installing, upgrading hardware/software systems and other issues as needed.

Qualified individuals are computer-savvy and enjoy supporting appreciative end-users. Successful desktop technicians should have a problem-solving attitude, excellent multi-tasking skills, and the ability to adapt to dynamic customer needs. Knowledge of remote troubleshooting techniques and the ability to give clear technician instructions is a MUST. Prompt and accurate customer service, increasing client satisfaction and effectively troubleshooting technical issues is the overall goal of the Remote Desktop Support Technician position.

This is an in office position:

• Work Hours: Monday – Friday, 8am to 5pm
• Training: 7am to 4pm.

Responsibilities:

• Record tickets using Zendesk Ticketing System regarding hardware, software and networking requests
• Walk users through troubleshooting/installing applications, computers and peripherals remotely
• Guide users with simple, step-by-step instructions
• Ask knowledgeable, targeted questions to diagnose problems
• Research & Test alternative solutions until an issue is resolved
• Support users via phone, email and chat
• Assist in creating or managing documentation for our knowledgebase or for client use.
• Escalate Urgent/Unresolved issues to the next level of support when required
• Continued improvement on technical knowledge from in-house and 3 party training sources.

Basic Qualifications:

• Two or more years Helpdesk, Desktop, Remote Support Technician experience or similar role.
• Experience supporting users in Windows OS, Windows Terminal Server or MacOS environment remotely.
• Excellent verbal and written communication skills
• Working knowledge of standard office hardware and computer peripherals, like printers, switches, and scanners
• Knowledge of network security best practices and antivirus, antimalware applications
• Ability to troubleshoot user issues remotely with or without remote tools, providing clear instructions.
• Excellent problem-solving and multi-tasking skills
• Customer-centric and team-oriented attitude
• Ability to manage workload in a fast paced/dynamic environment.
• Self-motivated and willing to learn new skills and practices based on our clients' needs.

Preferred Qualifications:

• WatchGuard (or similar firewall devices) troubleshooting experience
• Microsoft 365 Certifications
• Network +, and/or Security+ certifications
• MSP, MSSP or multi-client environment experience preferred.
• Microsoft 365/Azure AD troubleshooting experience

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Day shift
• Monday to Friday
• On call

Ability to Relocate:

• Houston, TX: Relocate before starting work (Required)

Work Location: In person