Tier 2 Service Desk Specialist

The desktop team member is responsible for onsite service and support needs for our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

Responsibilities:

• Respond to requests for technical assistance via phone, chat, or email.
• Diagnose and resolve technical issues remotely.
• Log all customer interactions into ticketing system.
• Receiving Tier 1escalations.
• Escalate to internal Tier 3.
• Follow incidents through to resolution.
• Provide regular updates to customer on their support requests.
• Providing customers with support for corporate owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting. This position involves troubleshooting workstation, networking, storage, and server issues on a variety of platforms.
• Good verbal and written communication skills a must.
• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Troubleshoot and resolve problems for all networked devices (desktops, laptops, tablets, cell phones, printers, routers, switches, WAN and LAN connectivity
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Work through a daily schedule in ConnectWise that has been established through the dispatch process.
• Available for remote after-hours on call support from assigned shift coverage
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Log all help desk interactions within ConnectWise ticketing system (Complete notes and resolutions)
• IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Qualifications:

• Minimum 3+ Years of experience
• Improve customer service, perception, and satisfaction.
• Active Directory, Exchange On-Premise and Office 3635 Administration (User provisioning / administration, Understanding of Azure AD Sync and 2FA).
• Configuring of routers and firewalls
• Troubleshoot network and system issues
• Understanding of TCP and UDP protocols
• Monitoring and verifying backup solutions
• Troubleshoot backup issues
• Restoring from backups
• Virtualizing from backups
• Understanding of Hyper-V
• Understanding of vSphere
• Basic VoIP troubleshooting
• Basic understanding of MacOS, iOS