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.

MAJOR RESPONSIBILITIES: 

  • Resolve assigned customer technical issues
  • Serve as escalation for Help Desk Technician I
  • Escalate as required, within a proper time frame
  • Meet SLA’s
  • Communicate to customers clearly, effectively and professionally
  • Monitor the progress of trouble tickets to ensure that all tickets reach final resolution and that end users receive appropriate communication
  • Effectively probes customers in order retrieve the actual problem or the underlying cause of a problem
  • Participate in On-Call/After Hours Rotation
  • Provide support and assistance to the System Administration and Engineering team with the delivery of customer communication, support and systems maintenance

QUALIFICATIONS: 

  • 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 technical support
  • Microsoft Certified Professional or higher

 SPECIAL SKILLS/EQUIPMENT: 

  • Detailed understanding of Microsoft Server/Desktop administration within a Microsoft Active Directory environment; Windows Server 2008 R2, Windows Server 2012 R2, Windows Server 2016
  • Proficiency with creating and managing Microsoft Group Policy objects
  • Proficiency with virtual desktop administration preferably using VMware Horizon View
  • Detailed understanding of computer networking, including switches, SMB routers and wireless access points
  • Proficiency with Office 365 application administration
  • Proficiency with Microsoft Azure experience desired*
  • Proficiency with troubleshooting shared network peripherals (Printers, Scanners, ETC.)
  • Experience with centrally managed Anti-Spam Administration
  • Experience with centrally managed Anti-Virus Administration
  • Experience with centrally managed cloud backup software
  • Proficiency with Microsoft Office programs (Outlook, Excel, Word, Visio, etc.)
  • Detailed understanding of Evolve IP product sets within 30 days
  • Ability to coordinate 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

 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

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