What are the responsibilities and job description for the Level II IT Help Desk Support | Remote WFH position at Get It - Professional Services?
Job Overview
We are in search of a committed Level II IT Help Desk Support Technician to become an integral part of our team. In this remote role, you will be pivotal in ensuring the efficiency and effectiveness of IT systems for our esteemed clients. Your primary responsibility will be to address support requests in a timely manner, serving as the initial point of contact for IT-related inquiries, while maintaining a high standard of user satisfaction through your technical expertise.
Key Responsibilities
Joining our organization means embarking on a rewarding career path that offers numerous opportunities for professional growth and continuous training to facilitate your success.
Company Culture and Values
Our workplace is characterized by a collaborative and supportive atmosphere, where teamwork is paramount, and individuals are encouraged to help one another achieve shared objectives. We value reliability, self-motivation, and a results-oriented mindset, making it an ideal environment for those seeking to thrive professionally.
Employment Type: Full-Time
We are in search of a committed Level II IT Help Desk Support Technician to become an integral part of our team. In this remote role, you will be pivotal in ensuring the efficiency and effectiveness of IT systems for our esteemed clients. Your primary responsibility will be to address support requests in a timely manner, serving as the initial point of contact for IT-related inquiries, while maintaining a high standard of user satisfaction through your technical expertise.
Key Responsibilities
- Deliver prompt and courteous assistance for incoming support requests via phone, web portal, and email.
- Aid in the provisioning and configuration of systems for new employees, facilitating a seamless onboarding experience.
- Prioritize incidents and service requests in accordance with established protocols to fulfill defined service level agreements (SLAs).
- Employ remote tools and diagnostic utilities to proficiently troubleshoot and resolve various support issues.
- Oversee server administration tasks, including Active Directory, File & Print services, DNS, and DHCP management.
- Install and update antivirus software, ensuring the protection of systems against vulnerabilities.
- Manage network firewall and switch administration to maintain optimum performance and security.
- Enhance and sustain network software and hardware to guarantee smooth operations.
- Construct and implement file servers and cloud computing solutions tailored to user requirements.
- Configure and deploy Voice over IP (VOIP) systems to optimize communication.
- Administer Microsoft Exchange Server and telecommunications solutions to ensure operational efficiency.
- Monitor alert systems and take necessary actions based on established guidelines.
- Analyze event logs to identify and rectify issues proactively.
- Address escalated service requests necessitating advanced response capabilities.
- Minimum of 4 years' experience in configuring, troubleshooting, and repairing networking equipment, Windows servers, and workstations, as well as Exchange server and Active Directory.
- 2-3 years of experience in client-facing roles, demonstrating strong interpersonal skills.
- Exceptional verbal and written communication abilities, capable of engaging with clients to address their technology-related concerns effectively.
- Strong organizational and time-management skills to navigate multiple tasks efficiently.
- Proven experience in drafting proposals and implementing technical solutions aligned with business needs.
- Results-driven, self-motivated, and a dependable team player who excels in a collaborative environment.
- In-depth knowledge of technology and business productivity systems.
- Familiarity with Remote Monitoring and Management (RMM) tools is advantageous.
- Strong problem-solving skills coupled with outstanding customer service capabilities.
- Experience in sales training is a plus.
- Previous engagement in a Managed Service Provider (MSP) environment is highly preferred.
Joining our organization means embarking on a rewarding career path that offers numerous opportunities for professional growth and continuous training to facilitate your success.
Company Culture and Values
Our workplace is characterized by a collaborative and supportive atmosphere, where teamwork is paramount, and individuals are encouraged to help one another achieve shared objectives. We value reliability, self-motivation, and a results-oriented mindset, making it an ideal environment for those seeking to thrive professionally.
Employment Type: Full-Time
