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Service Desk Technician II

Razor Technology

Support Technician II

The Support Technician II is responsible for providing advanced technical support across a wide range of systems, endpoints, and business applications. This role primarily handles escalated issues from Level 1 technicians, while also supporting incoming requests as needed to help maintain service levels. The technician is expected to troubleshoot complex issues, contribute to problem resolution, and support day-to-day service desk operations. This position also plays a key role in improving documentation, supporting deployments, and contributing to overall service quality.

Required Skills
  • 2–4 years of experience in a Service Desk or Systems Administrator role
  • Strong troubleshooting skills across Windows environments, endpoints, and common business applications
  • Working knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, and TCP/IP
  • Experience supporting user onboarding and offboarding, permissions, and access management
  • Experience with endpoint configuration and support
  • Ability to diagnose and resolve escalated issues across hardware, software, and connectivity
  • Strong documentation skills with clear, client-friendly notes
  • Strong problem-solving and analytical thinking
  • Strong communication and customer service skills
Other Requirements
  • Ability to explain technical issues in plain language
  • Willingness to assist Level 1 technicians and share knowledge
  • Comfortable working in a fast-paced environment with changing priorities
  • Strong time management and ability to handle multiple tickets
  • Team-oriented mindset, collaborates well across teams
  • Physical ability to lift and move equipment up to 30 pounds
Job Responsibilities
  • Handle Tier 2 escalations, owning issues through to resolution
  • Support incoming Level 1 requests when needed to maintain service levels
  • Troubleshoot issues across workstations, servers, applications, and networks
  • Perform user account setup, access changes, and system configuration
  • Maintain accurate, client-ready ticket documentation
  • Assist with device provisioning, deployments, and upgrades
  • Contribute to internal documentation and knowledge base articles
  • Collaborate with other teams on complex issues or projects
  • Identify recurring issues and recommend improvements
  • Follow service desk processes and SLA expectations
Vacancy posted more than 2 months ago

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