Job Overview
We are excited to invite applications for the position of IT Help Desk Support - Level II, available as a remote opportunity. In this pivotal role, you will deliver outstanding technical support to ensure the seamless functionality of IT systems for our esteemed clients. Your core responsibility will be to respond adeptly to support requests, acting as the primary contact for IT-related inquiries, while striving to maintain superior user satisfaction through the execution of various technical functions.
Key Responsibilities
- Deliver prompt and effective support for incoming requests via phone, web portal, and email, ensuring that end-user issues are resolved in a timely manner.
- Facilitate system provisioning and setup for new employees, contributing to a smooth onboarding experience.
- Prioritize and manage incidents and service requests, adhering to established processes to meet defined service level agreements (SLAs).
- Use remote diagnostic tools and utilities to troubleshoot and resolve support issues efficiently.
- Handle server administration tasks, encompassing Active Directory, File & Print services, DNS, and DHCP management.
- Ensure the installation and maintenance of antivirus software, keeping virus definitions current.
- Oversee administration of network firewalls and switches to guarantee optimal performance.
- Optimize and maintain network software and hardware for uninterrupted operations.
- Build and deploy file servers and tailor cloud computing solutions to meet user requirements.
- Configure and implement Voice over IP (VOIP) solutions for enhanced communication.
- Manage Microsoft Exchange Server and telephony solutions to ensure operational efficiency.
- Monitor alert systems, taking appropriate actions as per established protocols.
- Analyze event logs to quickly identify and resolve issues as they arise.
- Address escalated service requests requiring advanced response capabilities.
Required Skills
- A minimum of 4 years of hands-on experience in configuring, troubleshooting, and repairing networking equipment, as well as Windows servers and workstations.
- 2-3 years of experience in a client-facing role, showcasing strong interpersonal skills.
- Exceptional verbal and written communication skills, with the ability to engage effectively with clients to understand their historical and current technology-related challenges.
- Strong organizational and time-management capabilities to manage multiple tasks efficiently.
- Proficient in drafting proposals and implementing technical solutions that align with business objectives.
- Results-driven, self-motivated, and a dependable team player who thrives in a collaborative setting.
- A comprehensive understanding of technology and business productivity systems.
- Familiarity with Remote Monitoring and Management (RMM) tools is an advantage.
- Outstanding problem-solving skills complemented by excellent customer service abilities.
- Sales training experience is beneficial.
- Previous experience in a Managed Service Provider (MSP) environment is highly regarded.
Qualifications
- Relevant experience in IT support roles, with a focus on Level II Help Desk support.
- Preferred certifications include CompTIA Network+, CompTIA Security+, and similar.
Career Growth Opportunities
We are committed to fostering a culture of continuous professional development. Join us to embark on a rewarding career that offers numerous opportunities for personal and professional growth.
Company Culture and Values
Our organization prides itself on nurturing a collaborative work environment that values teamwork and open communication among team members. We believe in creating a supportive atmosphere where every employee can thrive and contribute to our collective success.
Employment Type: Full-Time
