Service Desk Technician

Service Desk Technician (Support Desk, Desktop Support, Helpdesk Engineer) - Tier 2We are in search of a proficient and motivated Service Desk Technician to join our team. The ideal candidate will have substantial experience in IT support and a strong dedication to delivering outstanding customer service. As a Service Desk Technician, you will be instrumental in diagnosing and resolving technical issues, ensuring that our clients receive the highest quality of support and satisfaction.Key Responsibilities:Provide Level 2 technical support to clients through phone, email, and remote assistance.Diagnose and resolve complex hardware and software issues on desktops, laptops, servers, and network devices.Conduct routine maintenance, updates, and patches on client systems.Assist with the onboarding and offboarding process for client employees, including setting up new accounts and configuring hardware.Oversee and maintain client IT infrastructure, including network switches, routers, firewalls, and wireless access points.Manage and support Office 365 and other cloud-based services.Maintain accurate and detailed documentation of support requests, resolutions, and client environments in the ticketing system.Work closely with Level 1 support and escalate issues to Level 3 or specialized teams as needed.Engage in ongoing training and development to stay updated with industry trends and technologies.Provide outstanding customer service and cultivate strong relationships with clients.Qualifications:Demonstrated experience as a Level 2 Service Desk Technician or similar role in an MSP or IT support setting.Strong proficiency with Windows and macOS operating systems.Expertise in troubleshooting hardware, software, and network issues.Experience with Active Directory, DNS, DHCP, and Group Policy management.Familiarity with cloud services such as Office 365, Azure, and AWS.Understanding of networking principles and experience with network devices (e.g., switches, routers, firewalls).Excellent communication and interpersonal skills.Capability to manage multiple tasks and priorities in a dynamic environment.Strong analytical and problem-solving skills.Relevant certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or equivalent are advantageous.Join our team and help us deliver exceptional IT support to our clients. If you are a motivated and skilled IT professional looking for a challenging and rewarding opportunity, we want to hear from you!