Tier 2 Support Technician

Are you passionate about providing exceptional IT support to clients Do you thrive in a fastpaced environment where your technical expertise makes a real difference We are seeking a skilled Desktop and Network Support Technician to join our team within the Operations Division Division 4 of our organization. Your primary goal will be to deliver timely competent and efficient support to clients across various aspects of their IT infrastructure.

Key Responsibilities:

• Provide basic and midlevel support for desktops networks and basic server systems.
• Ensure clients receive prompt and professional assistance demonstrating care and commitment to their success in the IT arena.
• Maintain high levels of communication and professionalism while delivering solutions.
• Meet and exceed client expectations by delivering services three times faster than anticipated.
• Retain clients by delivering exceptional service and fostering positive relationships.

Key Performance Indicators:

• Client retention through exceptional service.
• Improved technical service delivery efficiency and effectiveness.
• Data accuracy and relevance in managing business operations.
• Timely delivery of service with high levels of communication.
• Billable hours management.

Requirements:

• Minimum 5 years of active and current experience in Tier 2 technical support.
• Proficiency in IT infrastructure including basic servers networking systems desktop security remote cloud computing Microsoft 365 administration hosting web services and hardware/software.
• Strong technical troubleshooting and problem resolution skills.
• Solutionoriented mindset with a focus on process improvement.
• Ability to manage relationships and resolve conflicts effectively.
• Willingness to work flexible hours and go the extra mile to meet client needs.

Remote Work :

No