Helpdesk Tier 2

• Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.
• Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
• Ensure performance metrics are met or exceeded.
• Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.
• Simulates and recreates user issues to resolve operational difficulties.
• Recommends system modifications, if required, to reduce user problems.
• Escalates more complex issues, as appropriate, to senior level technicians.
• Promote and encourage a “one team” attitude at all levels internally and externally.
• Extremely Service oriented.
• Handle multiple priorities and react with appropriate urgency to situations and events that require quick responses.

Do you have experience in Customer support?, The ideal candidate will possess relevant experience in a high-paced Business IT Support Environment. A positive attitude, strong customer service orientation, and the ability to effectively follow through on customer requests and support issues are essential. Demonstrating exemplary work ethic, consistent performance, reliability, and punctuality are our top priorities.

Candidates should exhibit strong organizational skills, the capacity to prioritize multiple tasks, and the ability to thrive under pressure and tight deadlines. Flexibility in scheduling is required to accommodate project deadlines, urgent issues, and after-hour maintenance calls. Detail-oriented individuals who understand the significance of proper documentation and time logging in a professional services environment will excel in this role., * Windows 2008/ 2012/2016/2019 Server, Active Directory User Account Management, Basic Group ad Security Policy Management

• Exchange & Office 365 Account Administration
• Basic Network Troubleshooting, Troubleshooting of Internet Connectivity.
• Network Appliances: Firewalls, Routers, Managed Switches
• All Desktop Operating Systems: 7, 8, 10 Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)
• LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting
• Virtualization with Microsoft Hyper-V and/or VMWare experience a plus
• Office 365 Administration
• MSP (Managed Service Provider) experience
• 2-3 years of IT experience

Skills:

• Excellent written and verbal communications skills.
• Excellent troubleshooting skills, able to follow instructions.
• Strong documentation skills and creating standard operating procedures.
• Professional demeanor

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance