Tier 2 - Service Desk Agent - McKinney TX
Tier 2 - Service Desk Agent - McKinney TX
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Selfdirected initiators. Those who take ownership of their work and need no prompting to drive productivity.
- Solution Providers. People that can go beyond the break/fix method and identify rootcauses and recommend solutions.
- Critical Thinkers. People with the ability to analyze issues understand the parts evaluate outcomes and provide optimal solutions.
- Dedicated achievers. Technologist who thrive in a fastpaced environment and will stop at nothing to ensure their work meets and exceeds expectations.
- Lifelong learners. Those who enjoy staying current with technology believe learning never ends and will take advantage of learning opportunities and their own personal career development.
- Professionals. A person who maintains a professional appearance & conduct in a customer environment with ability to lead high level discussions with clients regarding strategies for critical infrastructure.
What youll do
The successful candidate will primarily be responsible for:
Play an active role as a contributing member of a Technical Services Delivery Team
Respond to requests for technical assistance via phone chat or email
Diagnose and resolve technical issues remotely
Log all customers interactions in our ticket management system
Assist with complex support requests/issues via escalation from Tier 1 support agents
Follow incidents through to resolution while also providing regular updates to customers on their support requests
Providing customers with support for corporate owned assets (primarily workstations laptops servers) which will include basic help desk support up to advanced troubleshooting.
This position involves troubleshooting workstation networking storage and server issues on a variety of platforms.
These platforms include supported versions of Microsoft Windows desktop and server OS Mac OS MS Exchange Office 365 Active Directory and basic networking problems (Client VPN setup Network Connectivity via wired/wireless etc)
Provide breakfix support such as hardware replacement operating system reinstalls virus and malware removal and other hardware maintenance
The ability to communicate technical speak to nontechnical customers in person over the phone and via email
Requirements
Requirements:
- An extensive amount of experience in basic computer troubleshooting
- 2 years of experience working in a position supporting enduser devices and applications
- 2 years of experience in WindowsANDMac OSX repair and troubleshooting
- 1 years of Windows Server configuration maintenance (patching) troubleshooting and configuration
- An understanding of Office 365 and Active Directory (Account creation password resets group and distro list membership OneDrive for Business Sharepoint etc.
- 1 years of supporting network devices (Firewalls switches) and IP connected hardware
- 1 years wired/wireless network installation and troubleshooting experience
- Demonstrated success working in fastpaced and deadlineoriented environment
- Network Troubleshooting Experience
- A / Network / MCSA / MCSE / CCNA are a plus but not required
- A fun customerfocused attitude
Skills and Qualifications:
The Successful candidate will have the following
- Willingness to learn new tech and advance their career in the IT industry
- Thorough knowledge of Windows Desktop and server operating systems
- An understanding of DNS and DHCP (how they work how to make modifications to them etc)
- Ability to interact at all levels of management internally and with customers and vendors
- Superior communication skills both verbal and written
- Excellent followthrough
- Professional appearance
- Takes initiative and doesnt need constant instruction
- Must be able to multitask and manage time amongst clients
- Flexibility and ability to bounce between projects/tasks quickly
- A natural troubleshooter; someone who will see a problem through until its resolved and is able to quickly research and diagnose problems even on technology not previously worked with
Benefits
Benefits
Paid time off
Required Experience:
Unclear Seniority
Employment Type
Full-Time
