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Form of workJob Description
Are you a help desk/network/server engineer looking for an exciting new opportunity? Are you ready to be a part of a growing MSP? Want to be part of a team? Then we want you! We are looking for customer-centric engineers who have experience in the area of Microsoft desktops and servers. This role can grow with the company. Help desk experience is important but your biggest attribute should be the love of helping people and delivering great service. Your primary responsibility will be resolving end user issues and tracking resolution and time in the ticketing system. You may be asked to do to a customer's site from time to time.
*This position is NOT a remote position. We require all employees to come in to the office (M-F)*
*This position is NOT a remote position. We require all employees to come in to the office (M-F)*
Job Summary
We are seeking a knowledgeable Tier 2 Help Desk Technician to join our team. The Tier 2 Technician is a reactive role. This position primarily servers as an escalation point and is responsible for service requests from customers, rendering assistance to completion of tickets where necessary. You will also assist colleagues by assisting in the ticket triage process. Your role is vital to the smooth operation of our company and allowing us to reach our business goals. The ideal candidate has strong technical skills as well as excellent customer service and communication skills.
Responsibilities
- Provide a great customer experience for every person you interact with
- Log, review, and triage all inbound requests in our CRM tool bringing to resolution or escalating when necessary
- Perform both onsite and remote technical services
- Provide trouble resolution per service requests assigned
- Apply Standard Troubleshooting Methodology
- Implement workarounds if immediate resolution is not available
- Manage and assist the NOC and SOC teams with tickets as requested
- Provide strong communication skills for client and team interaction
- Ensure documentation remains up to date
- Escalate issues to Solutions Team Lead as necessary
- Assist and/or perform project work as requested
- Account for daily time via time records and timesheets
Qualifications
- A bachelor’s degree in Computer Science or a related field is preferred
- Previous experience at MSP is preferred but not required
- Strong troubleshooting and analytical skills
- Ability to work well as part of a team
- Strong written and verbal communication skills
- Understanding of data privacy and security
- Experience in managing and supporting Microsoft servers and small business firewalls
- Experience in managing and supporting Microsoft Exchange and Office 365
- Experience in Microsoft workstation operating systems and end users in a help desk and deskside capacity
- Experience in managing and supporting multiple network environments
- Experience with ticketing systems and remote management systems
- Experience in Security and Multi Factor Authentication
- Exposure to VOIP and IP Technology
Benefits/Perks
- Competitive Compensation
- Career Growth Opportunities
- Two Weeks Paid Vacation
- Medical/Dental/Vision
- 401K
- Life Insurance
- Short Term Disability
