Tier II Help Desk Technician

The role of the Level 2 Help Desk Support Technician is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services., * Effectively, professionally, and respectfully represents other staff members and their services to the client community.

• Record customer issues and required customer information in the AutoTask Ticketing System.
• Updates tickets with appropriate journal entries and closes tickets with resolution upon completion of the job
• Resolves Level 1 and Level 2 tickets. Elevates complex and/or high priority problems to the appropriate support groups for resolution
• Assist as remote hands in a data center environment. Activities include, racking and un-racking of hardware, cables runs and connections, troubleshooting data center issues with clients, etc..
• Works on Help Desk related projects as assigned by supervisor
• Assist with on-call rotation
• Other duties may be assigned

Do you have a valid Driver's License license?, Do you have experience in Help desk?, Do you have a High school diploma or GED?, 3 - 5 years' experience in the technology industry.

Ability to lift 50 lbs.

Data center experience. (Not required but preferred)

License and own vehicle. Willingness to travel within the Phoenix Metro Area.

Experience working within a team.

Excellent communication skills with ability and comfort in working directly with clients.

Excellent and timely documentation skills.

Ability to troubleshoot and resolve technology related issues when contacted by clients by providing both on-site and remote support.

Willingness to Learn and gain new skills.

SKILLS:

Experience supporting modern Windows desktop environments and Windows Server platforms in production environments.

Good communicator with excellent phone manner.

Exceptional problem-solving skills.

Thirst for knowledge and learning.

Ability to setup system and network architecture.

Hardware - mainly server technology.

Understanding of WAN technologies and associated routing and security.

Understanding of VPN technologies.

Troubleshooting skills.

Racking and stacking equipment in a data center environment, including, servers, switches, storage devices, etc. (Preferred), The position requires experience in hardware, software, and technology troubleshooting, or equivalent training and/or education are necessary. Customer service training and/or experience are beneficial., * High school or equivalent (Required)

Experience:

• Help desk: 5 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: Hybrid remote in Phoenix, AZ 85008

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Salary is (Depending on Experience)

401K, Dental, Life, Medical, Vision

Employment Type - Full-Time, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Nothing But NET is a managed IT services, Cybersecurity and Cloud provider servicing small- to medium-sized businesses in the Greater Metro Phoenix area. Our approach to technology services is unique in that we provide pro-active solutions in order to increase our clients' productivity and efficiency while decreasing down-time and IT costs. Nothing But NET has been in business since 2001. We provide our managed IT solutions and services to businesses of different sizes, across all industries. Nothing But NET is headquartered in one of the Southwest premier technology hubs. We have three Arizona locations (Chandler and two in Phoenix) and one in Edison, New Jersey. Three of our locations operate within Tier III Security-Class data centers, ensuring we have the bandwidth and secure operating environments necessary for our infrastructure to deliver and support such solutions and services. OUR MISSION STATEMENT: We are a service-driven company. We provide a comprehensive set of technical services and solutions for businesses. We have a culture of caring for our customers as they are our number one priority. We are dedicated to exceptional customer service, and promote best practices in all that we do. We contribute to the overall well-being and economic growth of the communities we serve. We recognize the unique value of each employee and strive to provide an environment that fosters accomplishment, creativity, mutual respect and opportunity for personal and professional growth.