Help Desk Tier 2
(TIER 2 SUPPORT)
If you would like to apply,
3+ Years Experience
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,