1. POSITION PURPOSE:

The Help Desk Technician II is a member of the MSP Service Desk team. This team handles all incident-based customer support requests for ITaaS products and select ITaaS customer projects. The Help Desk Technician II primarily handles front line incident-based support, but may also be directly assigned project related tickets based on the complexity and priority of the request, or as ITaaS workload dictates. This position escalates issues to the Team Lead, MSP Service Desk and secondarily to the Manager, MSP Service Desk when additional technical assistance is required. The Help Desk Technician II interacts directly with the customer through ticket resolution and will serve as primary point of contact with the customer. In addition to owning and ensuring that support requests are resolved properly the first time, the Help Desk Technician II is also responsible for meeting ITaaS SLA’s.

2. MAJOR RESPONSIBILITIES:

  • Incident-based Issue Resolution
    • Resolve assigned customer technical issues
    • Serve as escalation for Help Desk Technician I
    • Escalate as required, within a proper timeframe
    • Meet SLA’s
    • Communicate to customers clearly, effectively and professionally
  • Participate in On-Call/After Hours Rotation

3. ASSIGNMENT, REVIEW AND APPROVAL OF WORK:

  • Who is responsible for assigning and reviewing the work of this position?
    • VP, Managed Services
    • Manager, MSP Projects
    • Manager, Service Desk
    • Team Lead, Service Desk
    • Dispatch

4. MAJOR CONTACTS:

  • Customers
  • Service Desk
  • Cloud Engineering
  • Professional Services

5. MINIMUM QUALIFICATIONS:

  • College degree or equivalent training experience
  • Desire to work in a fast-paced environment within the technology sector
  • Ability to prioritize and multitask work to ensure that timeframes are met
  • Minimum 2 years experience providing technicial support
  • Microsoft Certified Professional or higher

6. SPECIAL SKILLS/EQUIPMENT:

  • Proficiency with Microsoft Office programs (Outlook, Excel, Word, Visio, etc.)
  • Proficiency with Microsoft desktop operating systems
  • Detailed understanding of Microsoft server administration
  • Proficiency with computer networking, including switches, SMB routers and wireless access points
  • Detailed understanding of Evolve IP product sets within 30 days

7. MAJOR CHALLENGES:

  • Coordinating work on multiple incidents with varied requirements and product sets for multiple customers simultaneously
  • Time management is critical to ensure the timely issue resolution of Evolve IP customers

8. DIRECTION OF OTHERS:

  • Help Desk Technician I will work with other Help Desk associates, as needed, to resolve incident-based customer issues and to meet functional area SLA’s.

 

9. KEY PERFORMANCE INDICATORS:

  • SLA Met or Exceeded, Including Escalation
  • Customer Satisfaction
  • Ticket Resolved on First Attempt
  • Clear and Accurate Ticket Time Logging, Communication and Current Internal Notes

To submit your resume please click here.