What are the responsibilities and job description for the Helpdesk position at SNI Technology?
Job Description: Tier 1 & Tier 2 Helpdesk Support (Microsoft NOC Environment)
Position Title: Tier 1 & Tier 2 Helpdesk Support Technician
Location: Orlando
Reports To: NOC Manager / Helpdesk Supervisor
Department: Network Operations Center (NOC) / IT Support
Shift: [12AM-9AM]
Job Overview
We are looking for skilled and motivated individuals to join our team as Tier 1 and Tier 2 Helpdesk Support Technicians in a Microsoft-based Network Operations Center (NOC) environment. As a key member of the IT support team, you will provide critical support to end-users, ensuring the smooth operation of systems, troubleshooting issues, and delivering excellent customer service in a fast-paced environment.
Key Responsibilities:
Tier 1 Helpdesk Responsibilities:
- Initial Support: Serve as the first point of contact for users experiencing technical issues. Handle inbound calls, emails, and chat requests from users.
- Incident Management: Log, categorize, and prioritize service requests using the company’s ticketing system. Document and track all technical issues and their resolution progress.
- Basic Troubleshooting: Assist users with common technical issues, such as software installation, password resets, hardware connectivity, and basic system configurations.
- Escalation: Identify and escalate unresolved issues or complex problems to Tier 2 or higher-level support.
- Knowledgebase Updates: Create and maintain documentation and knowledgebase articles for common issues and solutions.
- Monitoring Systems: Actively monitor system performance, alerts, and automated reports to ensure minimal disruptions to services.
- Customer Service: Provide a high level of customer service by maintaining a professional and approachable demeanor while assisting users.
Tier 2 Helpdesk Responsibilities:
- Advanced Troubleshooting: Investigate and resolve more complex issues that cannot be solved by Tier 1 support, such as network issues, server problems, application crashes, or system performance degradation.
- In-depth Technical Support: Work with Microsoft technologies such as Active Directory, Exchange Server, Office 365, SharePoint, and Windows Server. Troubleshoot and resolve hardware, software, and network-related problems.
- Root Cause Analysis: Conduct thorough analysis of recurring issues, determine root causes, and recommend permanent solutions or preventive measures.
- Collaborate with Teams: Work closely with Tier 1 technicians, NOC engineers, and other IT teams to resolve issues and ensure continuity of services.
- Escalation Handling: Escalate unresolved or critical issues to Tier 3 or other specialized teams, providing them with detailed information for further investigation.
- System Updates & Patches: Assist with deployment of software updates, patches, and firmware upgrades to ensure systems are running securely and efficiently.
- Reporting: Provide detailed reports on recurring issues, trends, and system performance to assist in future planning and improvements.
Key Requirements:
Tier 1 Helpdesk:
- Education & Experience:
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
- 1-2 years of experience in a technical support or helpdesk environment (entry-level).
- Familiarity with Microsoft Windows environments and basic networking concepts.
Tier 2 Helpdesk:
- Education & Experience:
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
- 2-4 years of experience in IT support, preferably within a NOC or managed services environment.
- Hands-on experience with Microsoft technologies such as Windows Server, Office 365, Exchange Server, and Active Directory.
Desired Skills & Attributes:
- Attention to Detail: Ability to identify and resolve potential issues before they affect end users or system performance.
- Adaptability: Willingness to adapt to new technologies and continuously improve skills.
- Team Player: Ability to collaborate effectively within a team while also being capable of working independently.
- Multitasking: Comfortable working on multiple issues simultaneously while maintaining quality support.
- Time Management: Ability to prioritize tasks and manage time efficiently, especially in high-pressure situations.
Work Environment:
- Fast-paced, dynamic environment within a Network Operations Center.
- Ability to work in rotating shifts, including nights, weekends, and holidays as required.
- Occasional after-hours work for system maintenance or critical issues.
- Collaborative team atmosphere with opportunities for growth and advancement within the IT department.
Why Join Us?
- Career Growth: Opportunities for career advancement and professional development within a global IT team.
- Innovative Environment: Work with cutting-edge Microsoft technologies and gain exposure to NOC operations.
- Team Culture: Collaborative and supportive team culture, with a focus on continuous learning and improvement.
Apply Now! If you’re passionate about technology, have a strong customer service mindset, and thrive in a fast-paced NOC environment, we’d love to hear from you!
