Tier 2 Technical Support

TEKsystems

4d•Onsite

About The Position

The Tier II Help Desk Technician serves as the clients first line of IT support to all our clients. This role involves diagnosing computer errors, installing and configuring software, facilitating onsite and escalation support, and repairing computer hardware. The technician will provide technical support over the phone or web, use remote support software for troubleshooting, and set up new user accounts and email. They will also assist with password changes, set up email on devices, install printers and software, and document resolution steps and customer network information. Escalation to higher tier support is required to resolve customer issues within SLA.

Requirements

2-4 years of experience on a help desk
Excellent communication skills
Good understanding of common computer hardware and productivity software applications.
Excellent judgment skills to be able to properly evaluate situations and gather vital information from our clients.
Network+ and or Microsoft Certifications (MS-900, MS-102)
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
Microsoft Office 365, Azure, and other Application Support skills.

Nice To Haves

MSP experience preferred
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.
Troubleshoot software, hardware, and network issues.