Help Desk Technician Level 2

We are an IT Managed Services Provider focused on providing support for small to midsized businesses looking to outsource their IT functions.

Relationship flexibility enables work arrangements that accommodate different levels of service. Whether it be fully-outsourced IT, supplemental IT, or project-based assistance.

Tasks and responsibilities :

Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.

Troubleshoot issues relating to :

Windows domains and workgroups.

Windows networking (mapped network drives, shared folders, printers, etc.)

Active Directory.

User profile creation and modification.

Group Policy Objects.

LAN / WAN connectivity.

Firewall Configuration (VPN,
port forwarding, etc.)

Microsoft , Google Apps.

Microsoft Office Suite.

Windows 7 / 10 / 11.

macOS.

Android / iOS.

Third party applications with the assistance of the vendors support staff.

Perform support remotely to our managed services customer using our remote monitoring and management tools.

Log time entries and notes for support and maintenance performed using our PSA.

Provide customers with timely written and oral updates regarding their support cases.

Update and maintain customer information in our documentation system as changes in their environment occur.

Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.

Participate in our on-call rotation.

Requirements :

Associate's Degree and 3 5 years of industry experience (required)

5+ years of industry experience.

Candidates must have an understanding of troubleshooting the client and server operating systems.

Candidates must be team players with excellent communication skills.
The ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow technicians and engineers.

Candidates must possess strong decision making and problem solving abilities.

Candidates must possess exceptional organizational skills.

NOC knowledge.

Certifications preferred :

CompTIA A+.

CompTIA Network+.

CompTIA Security+.

MCDST.

MCSA.