Service Desk Technician II
Razor Technology
Job Description
Job Description
Job Description
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 10 days ago
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