Technical Support L2
hace 4 días
Descripción del empleo: Position: Do you love solving problems? Do you get excited from being challenged by different issues and environments each day? Are you looking to bring your extensive experience and great attitude to a growing company, where your ideas can have an impact? We are looking for a capable senior service desk technician to join our team, master new skills, and grow within the company. As an L2 Service Desk Technician, you will provide the first and second line of support for business users. You should be able to resolve 80-95% of incoming calls, tickets, and alerts with your team, and provide useful troubleshooting and communication before escalating for issues requiring level 3 support. Thursday. **Responsibilities**: - Provide Level 1 and 2 support and excellent customer service for all business users and coworkers - Take on escalations, providing guidance and training to L1 team members - Effectively troubleshoot IT-related issues related to desktops, systems, and networks in multiple unique client environments - Learn to resolve >80% of incoming tickets, escalating only when you lack access or can't figure out how to solve the issue after researching - Document all work done, issue/project status, and time entries on tickets throughout the day - Support projects and other tasks as needed Technical Experience We Look For: - 3+ years of Desktop Support, preferably in a Managed Service Provider or other multi-tenant environment gear) - Active Directory and Group Policies - O365 administration, migrations, and security - Outlook & Webmail (Exchange and O365) - Backup and data recovery technologies experience (Veeam, Rubrix, etc) - Basic networking, TCP/IP, Layer 2 (VLAN), Routing, Switching - Windows and Mac deployment and security - Desktop Virtualization - Ticketing systems and time keeping (Autotask PSA) - Knowledge from certifications like CompTIA A+, Network+, VMWare, Microsoft, etc. Traits Needed: - Professionalism - A technical mind able and eager to learn similar ones - Great organization & multitasking skills - Common sense - A quick wit and good sense of humor (it’s not all serious) - Ability to work under pressure and be fearless on the phones **Notes**: ** This is a fully remote, full-time IT Help Desk position which will be supporting users in the UTC-8** **PM Arg each day.** ** Strong English verbal and written communication are required, C1/C2 level, as you will be** **working with English customers and coworkers. To be considered for this role, you must apply** **with an English resume/CV.
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