The T2 Help Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. While support is primarily performed through remote methods. The Tier 2 role will ensure that issues can be resolved on a first touch/phone call.
:
Troubleshoot and resolve computer-related issues with end users remotely and over the phone.
Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends.
Identify and remove viruses, malware, and browser infections.
Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
Setup and configuration of Microsoft Office products and many other software products.
Monitor and fix issues related to customer backups
Handle issues in an organized fashion through a ticketing system with regular customer updates
Communicate with coworkers to escalate tickets to Senior HD Technicians as needed.
Become product/solution expert on team and be able to train others on the same
Back up Tier 1 on the phones and tickets as needed
Escalate unresolvable tickets to Senior Help Desk Technicians or management
Training, mentoring, and supporting T1 Help Desk Technicians
Holding weekly training sessions with the T1 Help Desk Technicians
Leading the training and onboarding of all new employees. Other tiers can also assist.
Continue to learn and back up on voice or data support.
Optional to perform in team on-call rotation
Keep an eye on first response SLAs to meet customer expectations and work with T1.
Minimum Qualifications:
A 2-year degree in Information Technology or equivalent experience is required.
2 Industry certifications gained within the last 3 years
Excellent with oral and written communication.
Ability to quickly solve problems
Flexibility in a dynamic work environment.
Multitasking and completing projects according to their scheduled deadlines.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Internet Publishing
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