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Tier II Service Desk Engineer

recruiter · 22 days ago
Negotiable
Full-time
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  • Position: Tier II Service Desk Engineer
  • Location: Tucson, AZ
  • Compensation: $60,000 - $80,000
  • MSP experience

Job Overview:

We seek an experienced Tier II Service Desk Technician with exceptional people skills and a knack for solving technical challenges. This role serves as a key point of contact for our clients, offering high-quality support and ensuring client satisfaction. You will address and resolve intermediate-level technical issues, guide Tier I technicians, and escalate complex issues to Tier III technicians as necessary. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.

Responsibilities:

  • Provide support for technical issues, troubleshoot hardware and software problems, and resolve issues promptly.
  • Document all interactions, issues, and resolutions in our ticketing system.
  • Communicate effectively with clients, providing updates and following up to ensure top-notch client satisfaction.
  • Conduct regular system maintenance and updates for clients to ensure optimal performance and security.
  • Assist with client onboarding and standardization projects as directed by project leads.
  • Develop and maintain documentation, such as knowledge base articles, to streamline the support process and assist other team members.
  • Facilitate client training sessions on software applications and IT systems to enhance their productivity and understanding.
  • Perform data backup and recovery operations for clients as needed.
  • Participate in regular team meetings to discuss ongoing issues, updates, and team progress.
  • Engage in root cause analysis for recurring issues, developing long-term solutions to minimize their occurrence.
  • Maintain a high level of technical knowledge and skills, keeping up with new industry trends and technologies.

Our Technology Stack:

  • Helpdesk/Ticketing: HaloPSA
  • Documentation: Hudu
  • RMM: Intune / Immybot
  • Networking: Meraki
  • Email/Calendar/Voice/AD: Microsoft 365
  • Security Cameras: Rhombus
  • Door Access: OpenPath

Qualifications:

  • 3+ years of experience in an IT service desk role or similar.
  • Prior experience at a managed service provider is critical to understanding the fast-paced nature of the industry.
  • Experience with Microsoft 365, Azure Active Directory, Intune, or other RMM agents.
  • Client-oriented approach with a passion for delivering high-quality customer service.
  • A self-starter who is eager to expand their qualifications.
  • High level of attention to detail.
  • Excellent verbal and written communication skills.
  • IT-related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent).

Benefits:

  • 401K Company Match – 4%.
  • Health Insurance Premiums 100% Company Paid: United Health Care, Guardian Dental, Guardian Vision, Guardian Life Insurance.
  • PTO - 80 Hours Per Year (Year 1).
  • Company Paid Options for Continued Education, Certifications, and Training.

Last updated on Jun 24, 2024

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