Level II IT Support Technician - Remote Help Desk

Job Overview

We are looking for a committed Level II IT Help Desk Support Technician to join our team, providing outstanding remote support to our valued clients. This position is integral to maintaining the seamless operation of IT systems, empowering end users to perform their tasks effectively. Your primary responsibility will be to address support requests promptly and serve as the initial point of contact for all IT-related inquiries, ensuring high user satisfaction while executing a variety of technical tasks.

Key Responsibilities

• Deliver courteous and effective assistance for incoming requests via telephone, web portal, and email, ensuring timely resolution of issues faced by end users.
• Facilitate the provisioning and system setup for new employees, ensuring a smooth onboarding experience.
• Prioritize incidents and service requests in accordance with established procedures to meet defined service level agreements (SLAs).
• Employ remote tools and diagnostic utilities to proficiently troubleshoot and resolve support inquiries.
• Manage server administration responsibilities, including Active Directory, File & Print services, DNS, and DHCP.
• Install and maintain antivirus software, ensuring that virus definitions remain current.
• Oversee the administration and maintenance of network firewalls and switches for optimal performance.
• Optimize and maintain network hardware and software to guarantee uninterrupted operation.
• Construct and deploy file servers and cloud computing solutions tailored 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 according to established protocols.
• Analyze event logs to swiftly identify and address issues.
• Handle escalated service requests necessitating a more advanced response.
  
  

Required Skills

• A minimum of 4 years of practical 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 a client-facing capacity, demonstrating strong interpersonal skills.
• Exceptional verbal and written communication capabilities, enabling effective engagement with clients to understand their historical and current technology-related challenges.
• Strong organizational and time-management skills, adept at managing multiple tasks efficiently.
• Experience in drafting proposals and implementing technical solutions that fulfill business requirements.
• Results-oriented, self-motivated, and a dependable team player who thrives in collaborative settings.
• Extensive knowledge of technology and business productivity systems.
• Familiarity with Remote Monitoring and Management (RMM) tools is advantageous.
• Excellent problem-solving skills paired with outstanding customer service abilities.
• Experience in sales training is a plus.
• Previous exposure to a Managed Service Provider (MSP) environment is highly preferred.
  
  

Career Growth Opportunities

We offer a rewarding career path with challenging projects, numerous opportunities for advancement, and continuous training designed to foster your success.

Company Culture and Values

Our organization promotes a collaborative and supportive work environment, encouraging effective communication and teamwork. We value diversity and are committed to creating an inclusive atmosphere for all employees.

Employment Type: Full-Time