Tier 2 Technical Support

seekTier II Help Desk Engineer

About AlphaRidge

AlphaRidge is the technology provider of choice for highly regulated industries with strict compliance and up-time requirements. From working with healthcare systems and hedge funds to government agencies and international sports clubs, our subject matter experts are recognized for their security-first approach and unparalleled customer service.

We are seeking a highly motivated, detail-oriented self-starter looking for the opportunity to help take our services to the next level.

Role

As a Tier Two Helpdesk Engineer, you will play a crucial role in providing second-level support to our clients, troubleshooting more complex issues that have been escalated from the Tier One team. Your technical expertise and exceptional communication skills will ensure our clients receive timely and practical solutions to their IT challenges.

Responsibilities

• Assess, triage, and provide Level II support on issues related but not limited to:
• Windows and Mac Desktops and Laptops
• Windows Servers
• Remote Access (VPN)
• Email (Office 365)
• Printers
• Network (LAN/WAN/WLAN)
• Applications
• Escalate issues promptly to ensure a quick resolution.
• Document all client issues and time spent in the Autotask ticketing system.
• Perform supervised maintenance on all server and network systems, including but not limited to:
• Windows Servers
• Firewalls
• Switches
• Access Point
• Assist with hardware and software recommendation, acquisition, installation, and maintenance.
• Create, maintain, and update documentation for client environments and procedures.
• Train end-users on hardware and software systems.

Qualifications

• 2+ years of experience in desktop support
• CompTIA A+ and Network+ certifications preferred

Skills/Experience

• Act as the single point of contact to the customer for all types of support requests
• Strong understanding of PC hardware and current supported Microsoft operating systems.
• Experience with managing user accounts via Active Directory
• Experience with administration and support of Office 365
• Experience with MS Server versions 2008 through 2022
• Network infrastructure support: Routers, switches, and firewalls
• MSP experience is a must

Job Type: Full-time

Pay: $42,000.00 - $49,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Compensation package:

• Performance bonus
• Yearly bonus

Experience level:

• 4 years

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Work Location: Remote