End User Support Technician Tier 2

Design Data Corporation
Gaithersburg, United States of America
21 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Junior

Job location

Gaithersburg, United States of America

Tech stack

Microsoft Windows
Microsoft Office
Remote Access Technology
Microsoft Deployment Toolkit
3-tier Architectures
VMware

Job description

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

Requirements

  • 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.

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