End User Support Technician Tier 2

JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the End User Support Technician Tier 3 and the Technical Account Manager. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Provide guidance on basic technical topics to Tier 1 technicians. Provide onsite technical support to the client when requested by the Client Technology Manager., * Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues

• Open, update, track, and close tickets in the ticket management system with minimal assistance from the Tier 3 technician and the Technical Account Manager
• Create clear, concise documentation in instructional knowledge-based articles
• Collaborate with the Tier 3 Technician, Technical Account Manager and Client Technology Manager to escalate and resolve complex issues, * Provide supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects
• Participate in Client Business Reviews when requested
• Provide onsite support for clients upon request from the Client Technology Manager

• Good verbal, written, and telephone communication skills
• Solid problem-solving skills
• Good organizational and time management skills
• Strong customer service skills
• Required experience with the following:
• ConnectWise or similar ticket or case management system
• Microsoft Office applications
• Kaseya or similar remote access software
• Windows workstation installation and configuration

• Hardware and networking topology

• Optional experience with the following:
• Configure and troubleshoot Office 365
• VMWare
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit), * High school diploma or GED required; prefer Associate’s degree or higher
• Required certifications:
• A+
• Microsoft Office Specialist
• Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)
• 1 year of relevant experience in a technical help desk environment
• Valid driver’s license, insurance and reliable personal vehicle.