Job Description

IT SUPPORT SPECIALIST- LEVEL 2

JOB OVERVIEW:

The Level 2 Help Desk Support Specialist, reporting to the Technical Support Lead, answers inbound calls and emails regarding technical issues from customers.  They provide advanced support and troubleshooting, such and escalation to Level 3 support.  They have in depth knowledge and strong ability to troubleshoot advanced issues.  The Level 2 Help Desk Support Specialist identifies opportunities to assist customers, whether that is through resolution or escalation and solves problems with the highest level of customer service.  They also partner with team members in Sales/Marketing, Service Delivery and Finance to ensure customer issues are solved efficiently and seamlessly. 

RESPONSIBILITIES AND DUTIES:

• Respond to customer support tickets promptly, providing concierge-level technical support, documenting resolutions to support requests daily, and escalating tickets as needed.
• Support Desktop and Laptop users to resolve issues with all Microsoft Products and other deployed software
• Communicate effectively with clients via phone and email, responding to all requests and concerns in a timely fashion. Explaining resolutions, answering questions, and providing professional advice as needed.
• Set up and configure Printers and Scanners
• Provide onsite and remote support to end-users
• Setup and support mobile devices (Android, iOS)
• Conduct client training
• Keep up to date on product releases and new features
• Take ownership of issues and seeing them through to resolution.
• Have a high sense of urgency and a get-it-done attitude.

QUALIFICATIONS: (3-5 years)

• Cloud Technologies (Microsoft Azure, AWS)

• Firewalls, Routing, Switching, VLAN

• Shared storage systems (SAN, NAS)

• TCP/IP and Wireless Networking

• Virtual environments including Hyper-V and VMWare

• Linux experience

• Backup/Disaster Recovery platforms and best-practices

• MS Active Directory configurations, maintenance and migrations

• 3-5 years in a technical consulting role providing both remote and onsite technical support in the following technologies (certified in 1 or more):

• Microsoft Windows Desktop Operating Systems (Windows 7, 8, 10)

• Office 365 support and implementation

• Knowledge of Networking concepts (DNS, DHCP, VPN, VLAN, and TCP/IP)

• Backup and Disaster Recovery software (Acronis)

• Understanding of telco and VoIP Systems

• Exceptional troubleshooting skills

• Must possess or be able to obtain Microsoft and/or other certifications

The ideal candidate has the following:

• Valid driver’s license

• Comfortable interacting with end-users at all levels

• Excellent written, oral and interpersonal communication skills

• Detail oriented, strong analytical, numerical, planning and reasoning abilities

• High ethics and standards

• Ability to be a team player and/or function independently

• Able to follow through on commitments made to customers and team members

Company Description

Concero Technology Group is a local St. Louis firm that is a recognized leader in Information Technology Professional Services. We specialize in providing elite candidates to fulfill job openings in multiple industries. Our clients range from Fortune 500 companies to small entrepreneurial enterprises. Concero Technology Group provides four types of services today:Direct PlacementContract-to-hireContract ServicesCreative and Marketing ServicesConcero means to "connect" or "join" in Latin. We connect your business to the best IT professionals. At Concero Technology Group, we focus on understanding and identifying your needs and delivering results. With headquarters in St. Louis, Missouri, we have more than 35 years of experience solving the ever-challenging dilemma of connecting business and IT professionals. We know that making that precise connection can be challenging—for our clients as well as for our consultants looking for new positions. This is where Concero Technology Group comes in. The team that makes up Concero Technology Group has over 1000 placements in St. Louis, Missouri in the past 15 years. We pride ourself on paying attention to the details and our follow through. Join the Concero Technology Group team today and let us help connect you and your goals!