Tier 2 Helpdesk Technician

SMB IT Solutions•Smyrna, GA

1d•Onsite

About The Position

The Senior Help Desk Technician plays an important role in making sure that our Clients are exceptionally happy. This role handles escalated support requests for the Service Delivery Team, taking on tickets that a Junior Help Desk Technician cannot resolve. Guidance and support are available from the Service Delivery Manager when needed.

Requirements

Advanced understanding of support tools, techniques and how technology is used to provide services
Advanced understanding of operating systems, business applications, printing systems and network systems
Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
Advanced experience and knowledge of working with the Microsoft 365 Platform
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Great Communications skills, founded in being a good listener
A deep desire to deliver an amazing Client Experience
Driver’s license
The ability to keep up with & adapt to the fast-paced IT world
4-year degree from an accredited institution
Associate (Required)
Tier II: 3 years (Required)
Windows: 5 years (Required)
Mac: 5 years (Required)
Driver's License (Required)

Nice To Haves

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience in handling Technical Service Tickets
Professional IT Certifications such as CompTIA Network+, Security+, Microsoft MS-900, AZ-900, SC-900, AI-900, AI-3018, ITIL, ITSM, etc.
Client Experience Certifications such as Help desk Habits, etc.
Experience working either on a Help desk or for a Managed Service Provider (MSP) / IT Support Business.

Responsibilities

Work on and resolve escalated Help Desk Tickets
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting
Use of our Ticketing System to work on and resolve Help desk Tickets & Service Requests in real time
Managing and recording all work through our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the Senior / L2 Technician may be required to help with project delivery
Escalate tickets that require Service Delivery Manager support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Time sheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
Mentor the “Junior” Service Team Members
Follow the schedule provided by the Service Desk Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Protocols and Procedures, keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Desk Manager or CTO