Tier 2 - Service Desk Agent - McKinney, TX

Job Description
Who are we looking for?

Our team is looking for a dedicated technologist to join our family of diverse professionals in a highly supportive environment. The ideal candidate should have experience working with an MSP with a wide variety of clients.

• Self-directed initiators. Those who take ownership of their work and need no prompting to drive productivity.
• Solution Providers. People that can go beyond the break/fix method and identify root-causes and recommend solutions.
• Critical Thinkers. People with the ability to analyze issues, understand the parts, evaluate outcomes, and provide optimal solutions.
• Dedicated achievers. Technologist who thrive in a fast-paced environment and will stop at nothing to ensure their work meets and exceeds expectations.
• Lifelong learners. Those who enjoy staying current with technology, believe learning never ends and will take advantage of learning opportunities and their own personal career development.
• Professionals. A person who maintains a professional appearance & conduct in a customer environment with ability to lead high level discussions with clients regarding strategies for critical infrastructure.

What you'll do


The successful candidate will primarily be responsible for:
• Play an active role as a contributing member of a Technical Services Delivery Team
• Respond to requests for technical assistance via phone, chat, or email
• Diagnose and resolve technical issues remotely
• Log all customers interactions in our ticket management system
• Assist with complex support requests/issues via escalation from Tier 1 support agents
• Follow incidents through to resolution while also providing regular updates to customers on their support requests
• Providing customers with support for corporate owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting.
• This position involves troubleshooting workstation, networking, storage, and server issues on a variety of platforms.
These platforms include supported versions of Microsoft Windows desktop and server OS, Mac OS, MS Exchange, Office 365, Active Directory, and basic networking problems (Client VPN setup, Network Connectivity via wired/wireless, etc)
• Provide break-fix support, such as hardware replacement, operating system re-installs, virus and malware removal and other hardware maintenance
• The ability to communicate technical speak to non-technical customers in person, over the phone, and via email


Requirements

Requirements:

• An extensive amount of experience in basic computer troubleshooting
• 2+ years of experience working in a position supporting end-user devices and applications
• 2+ years of experience in Windows AND Mac OSX repair and troubleshooting
• 1+ years of Windows Server configuration, maintenance (patching), troubleshooting, and configuration
• An understanding of Office 365 and Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, Sharepoint, etc.)
• 1+ years of supporting network devices (Firewalls, switches) and IP connected hardware
• 1+ years wired/wireless network installation and troubleshooting experience
• Demonstrated success working in fast-paced and deadline-oriented environment
• Network Troubleshooting Experience
• A+ / Network + / MCSA / MCSE / CCNA are a plus, but not required
• A fun, customer-focused attitude

Skills and Qualifications: The Successful candidate will have the following

• Willingness to learn new tech and advance their career in the IT industry
• Thorough knowledge of Windows Desktop and server operating systems
• An understanding of DNS and DHCP (how they work, how to make modifications to them, etc)
• Ability to interact at all levels of management internally, and with customers and vendors
• Superior communication skills, both verbal and written
• Excellent follow-through
• Professional appearance
• Takes initiative and doesn't need constant instruction
• Must be able to multi-task and manage time amongst clients
• Flexibility and ability to bounce between projects/tasks quickly
• A natural troubleshooter; someone who will see a problem through until it's resolved, and is able to quickly research and diagnose problems even on technology not previously worked with

Benefits



Benefits


Health insurance


Dental insurance


Vision insurance


Life insurance


Paid time off


Professional development assistance


Tuition reimbursement