Our client a growing, MSP, is seeking an experienced IT Support Technician II who will deliver prompt and valuable technical support for computer systems. In this role, you will address Level II technical inquiries and provide knowledgeable resolutions. The ideal IT Support Technician will possess robust technical expertise and excel in effective communication, ensuring a comprehensive grasp of issues and clear explanations of the solutions. This position requires a customer-centric approach and ability to demonstrate patience in addressing challenging customer service concerns.
Responsibilities:
Serve as the first point of contact for customers seeking technical assistance over the phone, Email or the ticketing system and triage issues as required.
Troubleshoot and resolve Tier 2 client hardware and software related issues in a timely manner ensuring complete client satisfaction.
Process onboarding and offboarding of employees across entire client base.
Identify recurring issues and develop solutions including impact analysis.
Ability to solve issues from the office utilizing company RMM tool.
Document solutions and process for resolution in ticketing system.
Required Qualifications:
2-3 Years of Experience in a Service Desk Role
CompTIA A+ certification or equivalent with desire to enhance knowledge.
Experience working with enterprise E-mail solutions such as Office 365, G-Suite and Exchange along with ability to integrate them on mobile devices.
Ability to diagnose and resolve workstation issues of any type.
Excellent communication skills and the ability to fully document interactions.
Customer-oriented and ability to work under pressure.
Install, Configure and Troubleshoot PC, MAC and Mobile device hardware and OS related issues.
Ability to troubleshoot and deploy enterprise printers including multifunctional devices.
Appropriate knowledge of Microsoft Server, Active Directory, Networking and Infrastructure for solving intermediate level issues