L2 Helpdesk Technician

This is a remote position.

Key Responsibilities:

1. Technical Support:
   
• Provide expertlevel technical support to clients via phone email tickets or remote assistance to resolve escalated technical issues efficiently and effectively.
  
2. Problem Diagnosis:
   
• Diagnose and troubleshoot hardware software and networkrelated problems identifying root causes and implementing solutions.
  
3. Escalation Management:
   
• Work with software / hardware vendors to get issues resolved.
  
• Collaborate with Tier 1 Helpdesk Technicians and escalate complex issues to Tier 3 support or appropriate teams when necessary ensuring timely resolutions.
  
4. Client Communication:
   
• Maintain excellent communication with clients keeping them informed about the status of their support requests and explaining technical solutions in a clear and nontechnical manner.
  
5. Documentation:
   
• Create and update technical documentation knowledge base articles and incident reports to facilitate efficient issue resolution and knowledge sharing.
  
6. Remote Management:
   
• Perform remote system administration tasks such as software installations updates and system maintenance to ensure optimal performance.
  
7. Client Satisfaction:
   
• Ensure high levels of client satisfaction by providing exceptional customer service and consistently meeting service level agreements (SLAs).
  
8. Proactive Monitoring:
   
• Monitor client systems and networks proactively to identify potential issues and take preventive measures to minimize downtime.
  
9. Team Collaboration:
   
• Collaborate closely with other IT support teams including Tier 3 engineers and project managers to deliver comprehensive IT solutions to clients.
  

Requirements

Preferred Technical Skills and Qualifications:

• Microsoft Windows:
  
• Strong proficiency in diagnosing and resolving issues related to Microsoft Windows operating systems including Windows 10 Windows Server and other Windows versions.
  
• Knowledge of Windows domain environments and Active Directory administration.
  
• Fortinet:
  
• Experience with Fortinet firewall and security solutions.
  
• Knowledge of configuring and troubleshooting FortiGate devices.
  
• Microsoft EntraID/Azure:
  
• Familiarity with Microsoft Azure cloud services and solutions.
  
• Experience with Azure Active Directory (Azure AD) and identity management.
  
• Microsoft Office 365:
  
• Proficiency in managing and troubleshooting Microsoft Office 365 applications and services.
  
• Knowledge of email configuration SharePoint OneDrive and Teams within Office 365.
  
• Microsoft Servers:
  
• Experience with Windows Server operating systems (e.g. Windows Server).
  
• Ability to set up and maintain Windows Server environments.
  
• Kaseya:
  
• Familiarity with Kaseyas IT management and remote monitoring software.
  
• Knowledge of automating IT tasks and remote system management using Kaseya.
  
• Datto Products:
  
• Experience with Dattos backup and disaster recovery solutions.
  
• Ability to configure and manage Datto devices for data protection and business continuity.
  
• Datto RMM (Remote Monitoring and Management):
  
• Proficiency in using Datto RMM for remote monitoring automation and management of client endpoints and networks.
  
• Autotask:
  
• Experience with Autotask PSA (Professional Services Automation) for ticketing project management and resource management.
  

Qualifications:

• Technical Skills:
  
• Proficiency in networking concepts and protocols.
  
• Familiarity with virtualization technologies (VMware HyperV).
  
• Experience with ticketing systems and remote support tools.
  
• Certifications such as CompTIA A Network or Microsoft Certifications are a plus
  
• Soft Skills:
  
• Excellent problemsolving and analytical skills.
  
• Outstanding communication and interpersonal skills.
  
• Ability to work effectively under pressure and prioritize tasks.
  
• Customerfocused with a strong commitment to client satisfaction.