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

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Vacancy posted 1 day ago

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