Tier 2 Technical Support
About The Position
• Diagnose computer errors and triage to determine the urgency of issues. • Install, configure, and upgrade PC software and operating systems. • Facilitate Onsite and escalation support activities. • Repair computer hardware, such as keyboards and printers. • Provide technical support over the phone or Web to end users /clients. • Use remote support software to take control of end-user’s computers to troubleshoot, diagnose and • resolve issues. • Setup new user and email accounts • Assist end-users with password changes. • Setup email on Computers and Mobile devices • Install printers and Software on Client PCs • Document Resolution steps for closed tickets and notes for escalations. • Create and maintain documentation about Customer networks. • Escalate to higher tier support to resolve customer issues within SLA. • Create and maintain documentation about Customer networks. • Setup new user and email accounts • Install printers and Software on Client PCs • Troubleshoot software, hardware, and network issues.
Requirements
- troubleshooting hardware
- printer installs
- Network+
- MSP EXPERIENCE
- Associate’s degree (Bachelor’s degree preferred)
- 2-4 years of helpdesk experience or working with a helpdesk or IT provider.
- Good understanding of Windows Server environments (SBS,2003, 2008 R2 & 2012)
- Good knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools)
- Knowledge and hands-on experience providing support to users using Windows 7, Windows 8 and Microsoft Office 365, Azure, and other Application Support skills.
Nice To Haves
- Previous experience in Managed IT Services
- A+, Network+, MCP and other relevant certification
Responsibilities
- Diagnose computer errors and triage to determine the urgency of issues.
- Install, configure, and upgrade PC software and operating systems.
- Facilitate Onsite and escalation support activities.
- Repair computer hardware, such as keyboards and printers.
- Provide technical support over the phone or Web to end users /clients.
- Use remote support software to take control of end-user’s computers to troubleshoot, diagnose and resolve issues.
- Setup new user and email accounts
- Assist end-users with password changes.
- Setup email on Computers and Mobile devices
- Install printers and Software on Client PCs
- Document Resolution steps for closed tickets and notes for escalations.
- Create and maintain documentation about Customer networks.
- Escalate to higher tier support to resolve customer issues within SLA.
- Create and maintain documentation about Customer networks.
- Setup new user and email accounts
- Install printers and Software on Client PCs
- Troubleshoot software, hardware, and network issues.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
