Level 2 Helpdesk
SUMMARY Technician II should be able to prioritize technical issues, manage assigned tasks, and document time spent and resolutions while demonstrating patience to describe causes and solutions to end users. Ideal candidates should be very organized and able to switch and resume tasks as required. In addition, the candidate should have good verbal and written communication capabilities and the ability to thrive in an expanding team environment. Provides support to end users for computer, application, system, device, access, and hardware issues. Identifies, researches, and resolves technical problems of moderate complexity. Responds to telephone, email, and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems. Typically reports to Supervisor or Manager. JOB REQUIREMENTS
- 3+ years of helpdesk/field-onsite technical support experience providing a complete network to end-point support services to small and medium-sized businesses
- Experience with all Microsoft technologies, including client operating systems, server operating systems, Exchange, Terminal Services and Small Business Server, Office 365, One Drive, and SharePoint
- Experience with Active Directory and new user creation
- Ability to install, upgrade and troubleshoot Windows 7 and Windows 10 operating systems in domain and workgroup environments, including user/PC migrations, applications, and hardware replacement/troubleshooting: highly experienced with Linux Operating Systems (Debian, Ubuntu, FreeBSD, CentOS, etc.)
- Experience with wired/wireless networks and basic networking protocols, including DNS, DHCP, VPNs, WAN/LAN TCP/IP
- Experience with Telephony VoIP technologies (FreeSWITCH, Yealink, Grandstream, Fanvil). Must know how to troubleshoot these technologies using industry toolsets (Wireshark, PCap, etc.)
- Experience with ISP circuits, firewalls (Fortinet, Ubiquiti, pfSense)
- Experience with security software for virus protection, spyware, malware, and spam
- Experience supporting mobile devices
- Experience with IT support delivery through remote support tools
- Ability to come up to speed on new technologies quickly
- Dispatcher and Helpdesk Escalation resource
CORE COMPETENCIES AND SKILLS:
- Customer Service
- Telephone Skills/Etiquette
- Office 365
- Computer Troubleshooting
- End-User Training
- Help Desk / Desktop Support
- Issue Resolution
- Mobile Device Support
- Password Resets
- Technical Troubleshooting
- User Guides
- General Office Software
- IT Help Desk Software – ConnectWise
- Operating System
CUSTOMER SERVICE REQUIREMENTS:
- A strong client service focus and the ability to manage customer expectations
- Excellent verbal/written communication, people, and presentation skills
- Projects a professional and customer-service-oriented attitude
- Ability to assess technology needs/requirements and develop solutions to meet them
- Can handle pressure and client demands effectively
QUALIFICATIONS
- Desktop Support: 3+ years (Required)
- Windows Server support: 3+ years (Preferred)
- MSP (Managed Services Provider) Experience: 2+ years (Preferred)
- Technical support in a production IT environment(s), preferably in multi-site environments: 2+ years (Preferred)
- Mac, Kaseya, ConnectWise, Fortinet, pfSense, Unifi, FreeSWITCH experience a plus
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
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