Service Desk Technician

Service Desk Technician (Support Desk, Desktop Support, Helpdesk Engineer) - Tier 2

We 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!