Tier 2 Service Desk Technician

Corserva Inc. located in Trumbull CT is searching for fulltime Tier II Service Desk Technician for the Northeast Region.

The Tier II Service Desk Technician will be part of a technical support team providing a single point of contact for the efficient resolution of technical issues and service requests. This critical role is accountable for analyzing and managing Client events to ensure that world class service and support is provided to clients at agreed to levels. You will be managing multiple priorities generating innovative solutions and further developing the skills required to continue to support our clients.

The appropriate person will also be an integral part of the continued growth and development of their fellow support desk technicians. Mentoring tier 1 analysts and acting as a liaison between the support desk and engineering.

Please note that this is not a tier 1 or entry level position.

Corserva is a privately held national Managed IT Service Provider headquartered in Trumbull CT. For over 30 years weve driven client success by assessing architecting implementing managing and protecting the IT that runs business. We do all of this by collaborating with bestofbreed technology partners to deliver exceptional value and customized IT solutions that support business growth. We have the operational and technical expertise to deliver results across a clients business. From servers to storage and networks to security we leverage our abilities in consulting technology and outsourcing to advance client possibilities reduce risks and cut operational costs.

We offer a competitive salary plus benefits plan.

In our Trumbull CT office

• Senior level IT support and escalation point for tier 1 analysts.
• Knowledge of virtualization platforms including VMware and Microsoft HyperV.
• Maintain and troubleshoot Microsoft related technologies such as Azure Windows Server HyperV Active Directory DNS DHCP Exchange Office 365 SQL SharePoint Windows 7/8/10.
• Configure troubleshoot and maintain firewalls switches and other various network appliances.
• Remote access implementation and support: VPN RDS/Terminal Services and Citrix
• Communicate effectively with clients and internal resources including account management to ensure that all client issues and opportunities are being addressed in a timely and highquality manner
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively by the network operations center staff
• Understand overall service desk objectives as well as the role and function of each team member
• Risk identification communication and mitigation.
• Create and Maintain relevant client documentation.
• Assist in maintaining the remote monitoring and management system

• Identify and communicate potential areas for improvement.
• Continually seek opportunities to increase client satisfaction and deepen client relationships
• Evaluate support tickets before escalation to senior engineering staff.
• Ensure escalated issues follow established standards and procedures
• Identify and recommend options from Corservas service catalog that relates to the clients needs
• Document internal processes and procedures related to duties and responsibilities
• Review IT publications and online materials to remain uptodate with current and future technologies emerging in the industry
  

• Paid vacation time
• Medical dental and vision coverage
• Life Insurance
• And more

Applying for a role at Corserva is not complete until you have completed our formal online application and uploaded your resume.

• Knowledge of SAN technologies preferred but not required.
• Deep understanding of Windows networking firewalls endpoint protection network architecture and virtualization.
• Experience with Connectwise NCentral and NinjaRMM Preferred
• Desire to provide highlevels of customer services.
• Strong organizational presentation and client service skills
• Demonstrated customer service skills including verbal and written communications.
• Ability to multitask and adapt to changes quickly
• Selfmotivated with the ability to work in a fastmoving environment

• BA/BS preferably in computer science information technology or equivalent work experience.
• 46 years of IT support experience preferably in the MSP space.
• Professional IT Certifications such as: Microsoft MCP MCSA Cisco CCNA VMWare VCP HPE Server and Storage preferred.
• Knowledge of SAN and other storage technologies a plus.
• Must have previous technical support experience.
• Experience in the implementation and support of VMWare and/or HyperV production environments