What are the responsibilities and job description for the Tier II Service Desk Engineer position at HIKINEX?
- Position: Tier II Service Desk Engineer
- Location: Tucson, AZ
- Compensation: $60,000 - $80,000
- MSP experience
Job Overview:
We seek an experienced Tier II Service Desk Technician with exceptional people skills and a knack for solving technical challenges. This role serves as a key point of contact for our clients, offering high-quality support and ensuring client satisfaction. You will address and resolve intermediate-level technical issues, guide Tier I technicians, and escalate complex issues to Tier III technicians as necessary. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.
Responsibilities:
- Provide support for technical issues, troubleshoot hardware and software problems, and resolve issues promptly.
- Document all interactions, issues, and resolutions in our ticketing system.
- Communicate effectively with clients, providing updates and following up to ensure top-notch client satisfaction.
- Conduct regular system maintenance and updates for clients to ensure optimal performance and security.
- Assist with client onboarding and standardization projects as directed by project leads.
- Develop and maintain documentation, such as knowledge base articles, to streamline the support process and assist other team members.
- Facilitate client training sessions on software applications and IT systems to enhance their productivity and understanding.
- Perform data backup and recovery operations for clients as needed.
- Participate in regular team meetings to discuss ongoing issues, updates, and team progress.
- Engage in root cause analysis for recurring issues, developing long-term solutions to minimize their occurrence.
- Maintain a high level of technical knowledge and skills, keeping up with new industry trends and technologies.
Our Technology Stack:
- Helpdesk/Ticketing: HaloPSA
- Documentation: Hudu
- RMM: Intune / Immybot
- Networking: Meraki
- Email/Calendar/Voice/AD: Microsoft 365
- Security Cameras: Rhombus
- Door Access: OpenPath
Qualifications:
- 3 years of experience in an IT service desk role or similar.
- Prior experience at a managed service provider is critical to understanding the fast-paced nature of the industry.
- Experience with Microsoft 365, Azure Active Directory, Intune, or other RMM agents.
- Client-oriented approach with a passion for delivering high-quality customer service.
- A self-starter who is eager to expand their qualifications.
- High level of attention to detail.
- Excellent verbal and written communication skills.
- IT-related degree and/or certifications (Cisco, A , Network , Microsoft, or equivalent).
Benefits:
- 401K Company Match – 4%.
- Health Insurance Premiums 100% Company Paid: United Health Care, Guardian Dental, Guardian Vision, Guardian Life Insurance.
- PTO - 80 Hours Per Year (Year 1).
- Company Paid Options for Continued Education, Certifications, and Training.
Salary : $60,000 - $80,000
