Support Tier 2 Technician

Description

Summary:

This role requires advanced troubleshooting skills, in-depth knowledge of IT systems, and a strong commitment to providing excellent customer service. The Tier 2 Technician collaborates with the IT Manager to ensure efficient resolution of user support tickets from independent restaurants, hotels, and corporate levels. This is an in office role based out of Downtown Atlanta.

Essential Duties and Responsibilities: include the following.

• Research and Resolve software / hardware issues.

• Perform Maintenance Tasks on End User Equipment (Software Updates, Configuration Updates, Hardware Updates, Security Monitoring)

• Maintain IT inventory database.

• Configure End User devices for deployment.

• Maintain user accounts in Microsoft O365 and Active Directory

• Assist with new hardware and software implementation projects.

• Perform miscellaneous job-related duties as assigned.

Qualifications

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experienced with Microsoft Office Suite – Advanced User

• Experience troubleshooting and repairing computer hardware and peripherals.
• Self-starter, ability to work independently or as part of a team.
• Customer service skills
• Good Communication Skills
• Organized and detailed oriented
• Lead by example
• Challenge the team to be “world class.”
• Active team participation
• Possess initiative and motivation - “get the job done” attitude.
• Good customer service skills: ability to manage customer expectations
• Professional attitude and appearance
• Solid oral communication skills to relate technical ideas/concepts.
• Solid written documentation skills of projects and tasks for all audiences
• Effective listening skills
• Ability to manage and prioritize multiple tasks at one time.
• Ability to be flexible.
• Openly supports change.
• Focused on quality while maintaining a sense of urgency.
• Delivers multiple solutions when presenting problems.

Education and/or Experience:

• High school diploma or GED.
• Current college student in Computer Science program desired
• Industry Certifications a plus.