Help Desk Tier II

Reports To

Service Manager in US

Position Summary

Serving as escalation point for other helpdesk specialist and VIP clients seeking technical assistance on organizational products/services, Microsoft related products, 3rd party software, networking equipment, and peripherals (printers, scanners, mobile devices) support via phone, email and/or other remote methods while maintaining an exceptional level of customer service.

Essential Functions

  • Identify and prioritize tickets that have been assigned by dispatcher, or management

  • Document in detail client interactions, including details of inquiries, complaints, comments, and actions taken into the ConnectWise Manage ticketing system

  • The ability to listen to a customer and ask pertinent questions to determine the root cause of their issue

  • Follow up with customer’s on status updates and provide additional information on their reported issues

  • Provide timely updates to management on client issues

  • Meet and surpass KPI’s as assigned by the company

  • Serve as an escalation point for other helpdesk specialists

  • Provide training with new helpdesk specialists

  • Troubleshoot and document higher level issues reported to the helpdesk.

Knowledge, Skills, Abilities

  • Must have at least 4 years’ experience in IT helpdesk supporting global customer

  • Expert knowledge on Windows environments

  • Expert knowledge of Active Directory, GPO’s, and Windows Security Groups

  • Expert knowledge troubleshooting/configuring printers, scanners, mobile devices (Apple and Android)

  • Expert knowledge and ability to administer Office 365 related products:

    • Create Office 365 Tenants

    • Office 365 Email

    • Understanding of Office 365 Licensing

    • Office Suite: Outlook, Excel, Word, PowerPoint

    • Administer MS Intune

  • Expert knowledge of networking principals including:

    • Firewalls – SonicWALL, Meraki products

    • Switches

    • Wireless Access Points

  • Other desirable skills include:

    • DHCP

    • DNS

    • IP Address and subnetting

  • Ability to spot trends and make recommendations to remediate reoccurring issues

  • Ideal candidate must be an individual who possess the following skills:

    • Excellent English verbal and written communication skills

    • Strong time management and organizational skills with the ability to manage multiple tasks and changing priorities

    • Ability to work collaboratively in a team

    • Familiarity with the ConnectWise Suite of products is a plus

Experience and Education

A 4-year degree in a related field and 4 years in IT service with progressive responsibility. Relevant experience may be substituted for the education requirement.

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