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