What are the responsibilities and job description for the Service Technician - Tier 2 position at International Computer Sciences Inc?
ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels.
Job Description: As a Service Desk Technician - Tier 2, you will play a pivotal role in delivering exceptional support to our end users. Your responsibilities will encompass both hardware and software support, ensuring smooth and efficient operations. You will be responsible for logging, updating, progressing, and resolving incidents and service requests in accordance with our established standards and timelines. Your expertise and dedication will be crucial in maintaining the high level of service our users expect.
Duties and Responsibilities:
- Provide top-notch IT support remotely, on-site, and over the phone, building great relationships with clients and inspiring the support team.
- Manage and resolve technical queries in line with Service Level Agreements, progressing tickets and handling escalations.
- Maintain strong client relationships for effective communication.
- Set up, configure, and support PCs, laptops, and networks.
- Maintain systems, applications, security, and network configurations.
- Run network cables and troubleshoot performance issues.
- Handle upgrades, patches, and equipment.
- Provide technical support and guidance to users.
Qualifications:
- 3-5 years of IT experience
- Proven experience in an IT support role, preferably within an MSP environment.
- Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
- Windows Server (2012 and higher) / Active Directory. Windows 10 and 11. Office 365 / Microsoft 365 / Entra ID. Datto, Veeam Backup. SonicWall, Cisco Meraki. Sentinel One, Webroot, Barracuda, Avanan. Intune/MDM.
- Excellent problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Strong communication and customer service skills.
- Relevant certifications (e.g., CompTIA A , Network , Microsoft Certified Professional) are a plus.
- ConnectWise experience is a plus.
Salary : $65,000 - $75,000
