What are the responsibilities and job description for the Level II Service Desk Technician position at Stratix Systems?
Job Description
Job Description
Level II Service Desk Technician
Stratix Systems is an innovative and growing company providing a full range of IT consulting services to small and medium-sized businesses. We have an exciting opportunity for an experienced IT individual to support a territory in the Greater Berks and surrounding regions.
The Level II Service Desk Technician will provide on-site and remote support for a wide variety of Stratix client companies. Stratix has been in business for over 40 years, with offices in Wyomissing, King of Prussia, Bethlehem, York PA and Edison NJ. We serve clients in multiple industries and are enthusiastic about what's on the horizon. This is a great opportunity to join a forward-thinking team, get a tremendous amount of hands-on experience and operate as a key player on the front lines with our clients, equipping them with the technology they need to achieve their organizational objectives.
Position responsibilities are to serve as a technology consultant in the role of supporting the networks, servers, workstations and other technology assets of our clients.
Responsibilities of Role :
- Responsible for troubleshooting and resolving incidents captured by RMM tools
- Make small infrastructure changes including but not limited to Group Policy, Microsoft 365, SSL Certificate renewal and installation, minor firewall changes, etc
- Technically assist Incident Management team with Priority 1 and Priority 2 incidents
- Resolve end user related escalations from Tier 1 Service Desk team
- Create or modify technical documentation to assist Tier 2 or lower with more efficient resolutions
- Assist with onsite incidents and implementations when required
- Participate in weekly on-call rotation to resolve any Priority 1 or Priority 2 incident outside of business hours
- Manage a daily queue of incidents and requests within PSA system while meeting Service Level Agreement (SLA) requirements
- Efficiently manage time to better serve clients and Service Desk team
- Promote growth by mentoring and coaching lower level(s) of support
Requirements to Perform Role :
Additional Experience Helpful but Not Required :
Stratix is an equal-opportunity employers. For more information, please visit our website at www.stratixsystems.com.
Company Description
Stratix Systems is a leading office technology and managed services provider that focuses on the unique computing, networking, document management, and printing needs of business of all size and industry. Our award-winning equipment, solutions, and services have made Stratix Systems the partner-of-choice for organizations seeking the best of both worlds, a single-source vendor with the presence and responsiveness of a local company, backed by the strength and resources of the world's foremost technology leaders.
Company Description
Stratix Systems is a leading office technology and managed services provider that focuses on the unique computing, networking, document management, and printing needs of business of all size and industry. Our award-winning equipment, solutions, and services have made Stratix Systems the partner-of-choice for organizations seeking the best of both worlds, a single-source vendor with the presence and responsiveness of a local company, backed by the strength and resources of the world's foremost technology leaders.
