Service Desk Technician
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Your mission
The Service Desk Technician role is responsible for providing advanced technical support to resolve escalated issues from Level 1 support. This position requires a strong technical background excellent problem-solving skills and a customer-focused approach. The Level 2 Support Technician acts as a bridge between Level 1 support and more specialized IT teams ensuring timely resolution of complex issues.
Your profile
Your Profile as Service Desk Technician have a wide range of responsibilities which can include:
- Provide technical assistance to customers by diagnosing and resolving hardware software OS related M365 and basic network issues. Investigate problems thoroughly using available resources such as documentation knowledge bases and collaboration with other technical teams.
- Handle escalated tickets from Level 1 support ensuring prompt and effective resolution. Assess the severity of the issues prioritize accordingly and work diligently to find solutions within the stipulated timelines.
- Escalate unresolved issues to Level 3 or specialized teams as necessary.
- Collaborate with cross-functional teams such as NOC L1 wherever needed and ensure a seamless customer experience.
- Conduct root cause analysis for recurring issues and provide recommendations for resolution.
- Document resolutions and update knowledge base articles
- Configure install and troubleshoot hardware such as desktops laptops printers and peripherals.
- Manage software installations updates and troubleshooting.
- Assist with user account management (Active Directory email and other systems).
- Monitor system performance and report anomalies to the relevant teams.
- Assist in maintaining and updating IT inventory and asset management systems.
- Provide a high level of customer service to ensure user satisfaction.
- Communicate effectively with end-users through various channels including phone email chat keeping them informed of ticket progress and resolutions.
- Maintain accurate documentation of incidents solutions and processes. Contribute to the knowledge base and help create resources for support staff and customers.
- Ensure compliance with company IT policies and procedures.
- Bachelors degree in Computer Science Information Technology or a related field.
- 5 years of experience in Microsoft 365 administration or similar roles.
- Strong knowledge of Microsoft Office 365 applications and services.
- Expertisein managing Exchange Online SharePoint Online and Microsoft Teams.
- Experience with Active Directory (AD) Group Policy Management and Azure AD.
- Proficiencyin PowerShell scripting for automation and administration.
- Strong troubleshooting skills to resolve technical issues across platforms.
- MCSE: Productivity Certification.
- ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
- Experience with Azure Rights Management and mobile device management (MDM).
- Knowledge of compliance frameworks and data protection practices.
- Familiarity with Exchange ActiveSync and integration of mobile devices.
Why us
Work Environment and Benefits
- Learning and development opportunities with access to the latest technologies.
- Comprehensive leave policy including vacation sick leave maternity/paternity leave.
- Healthy work-life balance.
- Learning and development opportunities with access to the latest technologies.
- Comprehensive leave policy including vacation sick leave maternity/paternity leave.
- Healthy work-life balance.
About us
Dynamix is an IT company with a personal approach. We help organizations work smarter through solutions in IT support cloud services cybersecurity and modern communication. From our offices in Amsterdam Miami India and the Philippines we collaborate with clients both locally and internationally.
Required Experience:
IC
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
About Company
We are a team of seasoned engineers, strategists, and business rock stars who excel in solving complex puzzles. With over a decade of experience in the IT industry, we have been producing and designing innovative full-stack technology services and communication solutions that help com ... View more
