Tier II Technical Support

blueRock Technologies is seeking a new member to our IT team! The Tier II Technical Support postition will work along-side our Service Desk, providing first and second level IT support and troubleshooting to our clients., * Provides first and second lever end user support and software, hardware, and network assistance.

• Answer incoming incident tickets and service desk calls and create/update service tickets in ConnectWise Manage.
• Manage and triage multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution.
• Act as escalation point for incidents first-tier support has trouble with.
• Follow-up with users on status of open tickets.
• May install, move, add, change, maintain, and/or configure desktop computers, laptop computers, VoIP phones, mobile devices, printers, and other devices, peripherals, or accessories.
• Actively contribute to ongoing process improvement.
• Create and maintain knowledge bases with technical documentation about common problems/fixes, computer systems, servers, network layouts, and more.
• Record all time spent on tickets and client accounts in time reporting software on a daily basis.
• Submit timesheets and other cost tracking reports on a weekly basis with accuracy.

Do you have experience in macOS?, Do you have a Associate's degree?, * Experience of at least three years in a service desk or help desk environment.

• Capability to efficiently complete tasks in a fast-paced environment.
• Good communication skills and client service skills.
• Ability to work with peers in a team effort.
• Strong troubleshooting and critical thinking skills.
• Maintain a professional work ethic & demeanor.
• Experience in working with team members to accomplish common goals.
• Ability to work a weekly rotating on-call shift.
• Ability to analyze problems, recommend solutions and see them through to resolution.

Required Technical Skills:

• In-depth knowledge of Windows 10/11 support & technical troubleshooting skills.
• In-depth knowledge/experience of PC imaging, software installation, user data migration and remote control support tools.
• Knowledge of all Microsoft Office applications and other standard office environment software, Adobe Acrobat, IE11/Edge, etc.
• Microsoft 365 admin experience.
• Working knowledge of Active Directory.
• Strong working knowledge of macOS.
• Firewall configurations including (but not limited to) SonicWall, Meraki, and Ubiquiti
• Understanding of networking, including (but not limited to) routing, subnets, UDP, TCP, IP, VLANs, and wireless, * Associate (Preferred), * Windows: 3 years (Required)
• Mac OS: 3 years (Required)
• Customer Service: 3 years (Required)
• Help Desk: 3 years (Required)

3.53.5 out of 5 stars Troy, MI 48084 Hybrid work From $45,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance