What are the responsibilities and job description for the Help Desk Level II Technician position at TeamLogic IT, Fort Myers, FL,?
Job Description
Job Description
Benefits :
Competitive salary
Health insurance
Opportunity for advancement
Paid time off
401(k)
Training & development
Company Overview
If you have a background and skillset for IT and a determined mindset to overcome any obstacle, youll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. Thats a good thing since technology is always advancing, creating an environment thats fast-paced and dynamic. When you work for a local office, youre part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
Position Summary
Support Engineers handle Tier 1 and Tier 2 service requests both remotely and onsite. They troubleshoot technical issues, answer service desk calls, and escalate problems when needed. Responsibilities include maintaining a healthy ticket queue, logging time and notes in real-time, and managing their daily schedule.
Responsibilities
Identify, troubleshoot, and document user issues to resolution, while maintaining superior customer satisfaction.
Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services including Microsoft 365 and Azure, firewalls, managed switches, and LAN / WAN connectivity issues.
Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.
Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
Communicate with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Improve customer service, perception, and satisfaction.
Effectively communicate the scope of work for all hourly clients.
Work in a team and communicate effectively.
Escalate service or project issues that cannot be completed within agreed service levels.
Develop in-depth knowledge of the service catalog and how it relates to customers needs.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in AutoTask as it occurs.
Adheres to TeamLogic IT's HIPAA and information security policies.
All other duties as assigned.
Required Technical Skills
Intermediate proficiency in and ability to troubleshoot :
Windows 10 and 11 Operating Systems
Workstation and Server Hardware
Printer and Multi-function devices and technologies
Standard Windows Applications.
Microsoft Office Suite
Email and Mobile Device connectivity
Basic proficiency in and the ability to troubleshoot :
Mac OS troubleshooting
IPv4 and IPv6 technologies
LAN / WAN connectivity issues
Hyper-V, vSphere, Citrix, SQL, and Terminal Services
Active Directory
Windows Server2008 2022
VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)
Microsoft 365 and Microsoft Azure
Education
High School Diploma or GED (Two years college or equivalent work experience preferred).
Experience
Two years working in a Technical Support / Service Desk environment preferred.
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