Technical Support Specialist, Tier 2


We are a Cloud Services Provider with several locations throughout Ohio. For over 17 years we have helped hundreds of companies streamline, strengthen, and enhance their IT infrastructure. We value collaboration and a cohesive culture that provides our employees the ability to continuously grow professionally and technically. We offer full health, dental, vision benefits, 401(k) with a match, certification reimbursement, and more.


We are currently seeking an IT Help Desk Technician – Level 2 (MSP) with previous experience working for a Managed or Cloud Services Provider. As an IT Help Desk Technician – Level 2 (MSP) you will take escalated tickets from Level 1’s and work alongside Senior Engineers on projects. the IT Help Desk Technician – Level 2 (MSP) will provide support for Microsoft Windows servers (AD, DNS, GPO), Azure, desktops/printers, and varying hardware platforms, including Dell and HP.


Technical Support Specialist –Tier 2 (MSP) Technical Proficiencies:


  • Configure and install various computer and Windows servers
  • Integrate new server hardware and applications under the supervision of a more senior engineer


  • Troubleshoot and fix problems with hardware, software, and network
  • Provide Support for Microsoft 365 environments including Office 365, Azure AD, Intune, etc.
  • Experience with DNS, DHCP
  • Provide technical support for the latest Windows 10, Windows 11, MacOS, Android and iOS devices
  • Support Windows Server, experience with configurations is a huge plus
  • Experience with or similar MSP tools (Autotask, ConnectWise, Ninja, etc)


·         Expected support requests include but are not limited to; servers, workstations, copiers\printers, email flow, and vendor-specific hardware and software.


Duties and Responsibilities:


·         Assists the Help Desk team to handle first level support of service requests in a professional and timely manner that meets and\or exceeds client expectations


  • Acts as a point of contact for technical questions and provide guidance towards ticket resolution
  • Coaches team members in daily activities, assessing skills and providing training as needed
  • Serves as a point of escalation for the help desk team
  • Complete assigned tickets in an expeditious and effective manner
  • Provides input on escalated service requests that require next level support
  • Coordinates with vendors and acts as a vendor liaison when needed
  • Escalates tickets as necessary
  • Communicates with clients as required, keeping them informed of ticket progress, notifying them of impending changes or agreed outages in a kind and caring manner
  • Documents internal processes and procedures related to duties and responsibilities
  • Reviews, updates, initiates documentation to ensure smooth delivery of service to clients
  • Enters time and expenses into PSA software
  • Participates in the on-call rotation as defined in the on-call procedure
  • Learns, uses and shares the available tools so the team can better support our clients
  • Achieves and maintains training and certifications as directed by management
  • Identifies internal and external improvement opportunities


Required Skills:


  • 3+ years’ experience in MSP or other related technical support role or a demonstrated aptitude for tackling more complex issues
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Advanced level troubleshooting and resolution skills
  • Superior time management and technical capabilities awareness
  • Interpersonal skills: telephony skills, communication skills, active listening, and customer-care
  • Technical awareness: ability to match resources to technical issues appropriately
  • Self-manage calendar schedule for meetings, appointments with clients, ticket loads and other items
  • Sets an example by maintaining a positive attitude and drive for fostering work relationships with coworkers


Desired :


  • Prior experience with Kaseya, or similar PSA
  • College degree in Information Systems or Computer Science
  • CompTIA A+ Certified
  • CompTIA Network+ Certified
  • CompTIA Server+ Certified
  • Microsoft Windows 10 or 11 Certified
  • MS Azure Certified
  • StorageCraft Certified
  • SonicWall Certified


 


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