IT Support Technician II – Remote Help Desk

We are in search of a committed Help Desk Support Level II Technician to enhance our team and deliver outstanding remote support for our esteemed clients. In this vital role, you will contribute significantly to the seamless functioning of IT systems, enabling end users to execute their tasks effectively. Your primary responsibility will be to promptly address support requests, act as the initial contact for IT-related queries, and ensure a high level of user satisfaction through various technical tasks.

Key Responsibilities

• Deliver courteous and effective support for incoming inquiries via telephone, web portal, and email, ensuring timely resolution of user issues.
• Assist in the provisioning and system setup for new employees, fostering a smooth onboarding experience.
• Prioritize incidents and service requests according to established protocols to adhere to defined service level agreements (SLAs).
• Employ remote tools and diagnostic utilities to proficiently troubleshoot and resolve support requests.
• Manage server administration tasks including Active Directory, File & Print services, DNS, and DHCP.
• Install and maintain antivirus software, ensuring that virus definitions remain current.
• Administer and maintain network firewalls and switches for optimal functionality.
• Optimize and uphold network software and hardware to guarantee seamless operation.
• Construct and deploy file servers and cloud computing solutions tailored to user requirements.
• Configure and implement Voice over IP (VOIP) systems to enhance communication.
• Oversee Microsoft Exchange Server and telephony solutions to ensure efficient operations.
• Monitor alert systems and respond appropriately as per established guidelines.
• Analyze event logs to promptly identify and rectify issues.
• Address escalated service requests that necessitate a higher level of response.

Required Skills

• Minimum of 4 years of hands-on experience in configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange server, and Active Directory.
• 2-3 years of experience in a client-facing role, such as sales engineering, with robust interpersonal skills.
• Excellent verbal and written communication abilities, capable of engaging with clients to comprehend their historical and current technology-related challenges.
• Strong organizational and time-management skills to efficiently manage multiple tasks.
• Experience in drafting proposals and implementing technical solutions aligned with business needs.
• Results-driven, self-motivated, and dependable team player who flourishes in a collaborative atmosphere.
• Profound understanding of technology and business productivity systems.
• Familiarity with Remote Monitoring and Management (RMM) tools is advantageous.
• Exceptional problem-solving skills coupled with outstanding customer service abilities.
• Sales training experience is beneficial.
• Prior experience within a Managed Service Provider (MSP) environment is highly desirable.

Career Growth Opportunities

Become part of our organization for a fulfilling career that offers numerous avenues for professional development and continuous training to support your success.

Company Culture and Values

Our organization prides itself on fostering a cooperative and friendly work environment where teamwork and collaboration are paramount. We are dedicated to supporting our employees in achieving success and satisfaction in their roles.

Employment Type: Full-Time