IT Help Desk Support - Level II - Remote | WFH Opportunity

Job Overview

We are in search of a skilled Help Desk Support Level II Technician to join our dynamic team in a remote capacity. This pivotal role involves providing top-notch support to ensure the efficient operation of IT systems for our esteemed clients. You will serve as a primary point of contact for IT-related inquiries, ensuring prompt responses to support requests and maintaining a high standard of user satisfaction while managing various technical responsibilities.

Key Responsibilities

• Deliver exceptional support for incoming requests received via telephone, web portal, and email, ensuring timely resolution for end-user challenges.
• Facilitate the onboarding process by assisting in the provisioning and system setup for new hires.
• Prioritize incidents and service requests in accordance with established protocols to meet defined service level agreements (SLAs).
• Employ remote tools and diagnostic utilities to troubleshoot and resolve support issues effectively.
• Oversee essential server administration tasks, including managing Active Directory, File & Print services, DNS, and DHCP.
• Ensure the installation and maintenance of antivirus software, keeping virus definitions current.
• Administer and maintain network firewall and switch configurations for optimal performance.
• Optimize network software and hardware to guarantee seamless operations.
• Build and deploy file servers and cloud computing solutions customized to user requirements.
• Configure and deploy Voice over IP (VOIP) solutions to enhance communication.
• Manage Microsoft Exchange Server and telephone systems to ensure efficient operations.
• Monitor alert systems and respond appropriately according to established guidelines.
• Analyze event logs to identify and rectify issues promptly.
• Handle escalated service requests that necessitate a higher level of response.
  
  

Required Skills

• Minimum of 4 years of practical experience in configuring, troubleshooting, and repairing networking equipment, Windows servers, Exchange servers, and Active Directory.
• 2-3 years of experience in a client-facing role, demonstrating strong interpersonal abilities.
• Exceptional verbal and written communication skills, enabling effective engagement with clients to address their technology-related issues.
• Strong organizational and time-management capabilities to manage multiple tasks efficiently.
• Proven experience in drafting proposals and implementing technical solutions aligned with business requirements.
• Results-driven, self-motivated, and dependable team player who excels in a collaborative environment.
• Comprehensive understanding of technology and business productivity systems.
• Familiarity with Remote Monitoring and Management (RMM) tools is advantageous.
• Superior problem-solving skills complemented by outstanding customer service capabilities.
• Experience in sales training is a plus.
• Previous exposure to a Managed Service Provider (MSP) environment is highly desirable.
  
  

Qualifications

• Relevant technical certifications are preferred, such as CompTIA Network , Security , or similar.
  
  

Career Growth Opportunities

Joining our team presents numerous pathways for professional advancement, including ongoing training and skill development opportunities within the IT support sector. You will have the chance to enhance your expertise and advance your career within a reputable organization.

Company Culture And Values

Our company promotes a culture of collaboration and support, where team members are encouraged to contribute to each other’s success. We value diversity and inclusivity, fostering an environment that nurtures employee engagement and teamwork.

Employment Type: Full-Time