Help Desk Support Level 2
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Job Location:
Boca Raton, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
MAJOR RESPONSIBILITIES:
60% Learn and support Information Technology operations: Respond to escalated issues via tickets chat email or phone. Provide technical assistance for questions and problems beyond Help Desk Support Level 1 resources. Resolve problems with networks phones and other computer systems. Diagnose system errors and other issues. Complete hardware requests. Follow up with customers to ensure full resolution of issues
20% Learn and support Information Technology infrastructure: Provide support within network and systems administration. Train other employees on troubleshooting and diagnosing problems. Request feedback and/or monitor calls and other methods of correspondence to improve training methods
10% Research and deliver strategic business projects: Resolve and document solutions to tickets beyond knowledge of Help Desk Support Level 1 support
10% Support Information Technology processes: Perform queue management to achieve service level agreements (SLAs) in a timely manner and provide quality assurance standards for work performed and where applicable train employees and/or members
Performs other duties as required
MANAGEMENT AND COLLABORATION:
- Manage call volume
- Collaborate with company employees to ensure issues are resolved and ensure satisfaction
- Collaborate with senior leadership in company initiatives
QUALIFICATIONS:
- Windows servers Active Directory VMware Citrix Microsoft Exchange/Office 365 Azure experience is a plus
- Knowledge of Managed Services ticketing systems PSA tools RMM tools (ConnectWise Automate ITGlue)
- Knowledge of backup applications (Veeam Barracuda E-Vault etc.)
- Knowledge of Android OS and Devices a plus
- Knowledge of Security and Networking
- Experience with email and spam filtering services (Mimecast Barracuda McAfee SaaS etc.)
- Familiarity with DNS DHCP and TCP/IP
KEY COMPETENCIES:
- Strong customer service skills
- Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
- Strong learning agility
- Positive teamwork and collaboration skills
- Efficient in planning organizing and time management
- Proficient research and analysis skills
- Takes initiative and remains adaptable
- Strong documentation skills
- Demonstrate technical proficiency
WORKING CONDITIONS:
- Office environment with potential hybrid or remote work schedule
- Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading
- Sitting stationary for long periods of time
- Keyboarding: entering text and/or data into a computer
- Requires working with computer systems
- May require light lifting <50 lbs.
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
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