Technical Support Expert L2
hace 3 días
We are seeking a Technical Support Expert L2 to join our SMS Sudamérica team. As an experienced IT professional, you will provide top-notch technical support to our business users.
Your primary responsibility will be to deliver exceptional customer service and technical expertise to resolve 80-95% of incoming calls, tickets, and alerts.
Key Responsibilities:- Offer Level 1 and 2 support services to business users and colleagues
- Address incoming calls, emails, messages, and tickets in a timely manner
- Assume escalations and offer guidance and training to L1 team members
- Analyze and troubleshoot IT-related problems affecting desktops, systems, and networks across various environments
- Achieve a resolution rate of >80% for incoming tickets, escalating only when necessary
- Maintain accurate records of work completed, issue/project status, and time entries on tickets throughout the day
- Collaborate on projects and additional tasks as required
- 3+ years of experience in Desktop Support, preferably in a Managed Service Provider or multi-tenant environment
- Proficiency in remote user support for applications and hardware (desktops and laptops, servers, networking gear)
- Familiarity with Active Directory and Group Policies
- O365 administration, migrations, and security knowledge
- Outlook & Webmail (Exchange and O365) expertise
- Backup and data recovery technologies experience (Veeam, Rubrix, etc.)
- Email Filtering Software (Proofpoint) skills
- Basic networking, TCP/IP, Layer 2 (VLAN), Routing, Switching knowledge
- Windows and Mac deployment and security skills
- Ticketing systems and time keeping (Autotask PSA) proficiency
- Certifications like CompTIA A+, Network+, VMWare, Microsoft, etc.
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