Tier 1 Technician Level 2

Sharp Solutions Inc•Denver, CO

5d•$44,000 - $46,000

About The Position

The Tier 1 Technician provides Tier 2 technical support to customers through phone, email, remote desktop, and on-site assistance. The role troubleshoots and resolves hardware, software, account, mobile-device, printer, and network issues; records and manages incidents in a ticketing system; and escalates problems to systems engineers when appropriate. The technician also supports software upgrades, trains customer support personnel and end users, and maintains customer contacts according to specified service levels.

Requirements

Familiarity with trouble-ticketing systems such as Footprints or Remedy.
Ability to troubleshoot desktop and laptop hardware and software, peripherals, printers, local networks, and mobile devices.
Ability to provide technical support by telephone, email, remote desktop, and on site.
Knowledge of Active Directory, password resets, mobile device management for iOS and Android, and network connectivity.
Ability to support Windows computers, Apple devices, Microsoft Office Suite, and Google Mail, Calendar, and Drive.
Ability to use Microsoft Remote Desktop and Bomgar remote desktop tools.

Responsibilities

Enter and manage technical support incidents in a ticketing system.
Troubleshoot, identify, and resolve problems, escalating issues to appropriate systems engineers as needed.
Provide Tier 2 support by phone, email, remote desktop, and on site, using tools such as Microsoft Remote Desktop and Bomgar.
Resolve issues and maintain customer contacts according to specified service levels.
Train customer support personnel to handle Active Directory and password-reset issues, mobile device management for iOS and Android, and network connectivity issues by telephone.
Maintain and resolve issues involving desktop and laptop computers, client software, peripherals, printers, and local networks; provide on-site support and training.
Assist users with applications running on Windows 7, Windows 10, and future versions of Microsoft Windows, as well as Apple devices.
Assist customers with routine application questions and issues involving Microsoft Office Suite, Google Mail, Calendar, and Drive.
Install software on laptops and desktops.
Troubleshoot software and hardware problems, resolving routine calls by telephone and more complex problems within the Help Desk staff.
Add and delete user accounts and maintain groups as required.
Log and report every service request and problem report using a trouble-ticketing system such as Footprints or Remedy.
Assist with mobile device management service activation, general troubleshooting, and device wiping.
Troubleshoot local and network printer issues.
Perform manual antivirus scans of desktop and laptop computers following malicious incident notifications.
Test client-provided software upgrades, provide user upgrade plans, schedule upgrades with users, and conduct upgrades.
Notify the client of unresolved user problems, outstanding trouble calls, and other areas of concern.
Perform other duties as assigned.