Remote Level II IT Help Desk Support | WFH

Job Overview

We are on the lookout for a committed Level II Help Desk Support Technician to become an integral part of our dynamic team, providing outstanding remote IT support for our esteemed clients. In this role, you will be pivotal in maintaining the seamless functionality of IT systems, enabling end users to excel in their tasks. Your primary goal will be to address support requests efficiently, serving as the initial contact for IT-related inquiries while ensuring an exceptional level of user satisfaction through your technical expertise.

Key Responsibilities

• Deliver courteous and effective assistance for incoming requests via telephone, web portal, and email, ensuring timely resolution of user issues.
• Facilitate the onboarding process for new hires by assisting in provisioning and system setup.
• Prioritize incidents and service requests in accordance with established protocols to meet defined service level agreements (SLAs).
• Utilize remote access tools and diagnostic utilities to troubleshoot and resolve support inquiries.
• Manage server administration tasks including Active Directory, File & Print services, DNS, and DHCP.
• Install and maintain antivirus software, ensuring up-to-date virus definitions.
• Oversee network firewall and switch administration, ensuring optimal performance.
• Optimize and maintain network hardware and software for seamless operations.
• Construct and deploy file servers and cloud computing solutions tailored to user requirements.
• Configure and deploy Voice over IP (VOIP) solutions for enhanced communication.
• Manage Microsoft Exchange Server and telephone solutions to maintain efficient operations.
• Monitor alert systems, responding appropriately to established guidelines.
• Analyze event logs to swiftly identify and resolve issues.
• Handle escalated service requests that necessitate advanced response levels.
  
  

Required Skills

• Minimum of 4 years of hands-on experience in configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange Server, and Active Directory.
• At least 2-3 years in a client-facing role, demonstrating strong interpersonal skills.
• Excellent verbal and written communication abilities to engage clients and comprehend their technology-related issues.
• Strong organizational and time-management capabilities to manage multiple tasks efficiently.
• Proficient in writing proposals and implementing technical solutions that align with business needs.
• Results-driven, self-motivated, and reliable team player thriving in collaborative environments.
• In-depth understanding of technology and business productivity systems.
• Familiarity with Remote Monitoring and Management (RMM) tools is preferred.
• Strong problem-solving acumen and exceptional customer service skills.
  
  

Qualifications

• Previous experience in a Managed Service Provider (MSP) environment is highly desirable.
• Relevant technical certifications such as CompTIA Network , CompTIA Security , or others are advantageous, but not mandatory.
  
  

Career Growth Opportunities

Joining our team means stepping into a rewarding career marked by challenging work and numerous opportunities for advancement. We are dedicated to fostering your professional development through ongoing training and support.

Company Culture and Values

We pride ourselves on cultivating a collaborative workplace where teamwork is cherished and individual contributions are acknowledged. Our commitment to a friendly work environment encourages open communication and inclusivity.

Compensation And Benefits

We offer a competitive salary that is commensurate with experience, alongside a comprehensive benefits package including health, dental, and vision insurance, a retirement savings plan with company matching, generous vacation policies, and flexible working hours.

Employment Type: Full-Time