HELP DESK
(TIER 2 SUPPORT)

If you would like to apply, click here

Key Areas of Responsibility

  • Provide technical support to clients on computer applications and hardware (e.g.,PCs, servers, mainframes).
  • Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Collaborate with network services, software systems engineering and/or application development to restore service and/or identify problems.
  • Maintain a troubleshooting tracking log ensuring timely resolution of problems.
  • Resolve Tier 2 technical support issues (Servers, applications, networking, backups, security, etc.); handle Tier 1 escalations.
  • Primarily provide remote support, but also provide on-site support as required.
  • Maintain accurate documentation of client networks, resolved issues, and client information.
  • Follow standardized operating procedures as much as possible – Create new procedures when required.
  • Ensure personal "Customer Experience Score" meets company expectations.
  • Help ensure the "Today-not-Tomorrow" score meets company expectations.
  • Participate in daily huddles to help ensure the daily success of the team.
  • Pass 2 certification exams per year.

SKILLS & KNOWLEDGE REQUIREMENTS

  • Combination of experience, education, and certifications:
    • 3+ years of previous and progressive technical support experience.
    • Diploma or Bachelor Degree related to Systems Administration or Networking.
    • Microsoft certifications and other certifications from Meraki, Cisco, etc.
  • Ability to work with a limited degree of supervision, with oversight, focused only on complex new assignments.

If this sounds like you, click here to apply.