Benefits:

401(k)

Competitive salary

Dental insurance

Employee discounts

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Are you a help desk/network/server engineer looking for an exciting new opportunity? Are you ready to be a part of a growing MSP? Want to be part of a team? Then we want you! We are looking for customer-centric engineers who have experience in the area of Microsoft desktops and servers. This role can grow with the company. Help desk experience is important but your biggest attribute should be the love of helping people and delivering great service. Your primary responsibility will be resolving end user issues and tracking resolution and time in the ticketing system. You may be asked to do to a customer's site from time to time.

This position is NOT a remote position. We require all employees to come in to the office (M-F)

Job Summary

We are seeking a knowledgeable Tier 2 Help Desk Technician to join our team. The Tier 2 Technician is a reactive role. This position primarily servers as an escalation point and is responsible for service requests from customers, rendering assistance to completion of tickets where necessary. You will also assist colleagues by assisting in the ticket triage process. Your role is vital to the smooth operation of our company and allowing us to reach our business goals. The ideal candidate has strong technical skills as well as excellent customer service and communication skills.

Responsibilities

Provide a great customer experience for every person you interact with

Log, review, and triage all inbound requests in our CRM tool bringing to resolution or escalating when necessary

Perform both onsite and remote technical services

Provide trouble resolution per service requests assigned

Apply Standard Troubleshooting Methodology

Implement workarounds if immediate resolution is not available

Manage and assist the NOC and SOC teams with tickets as requested

Provide strong communication skills for client and team interaction

Ensure documentation remains up to date

Escalate issues to Solutions Team Lead as necessary

Assist and/or perform project work as requested

Account for daily time via time records and timesheets

Qualifications

A bachelor’s degree in Computer Science or a related field is preferred

Previous experience at MSP is preferred but not required

Strong troubleshooting and analytical skills

Ability to work well as part of a team

Strong written and verbal communication skills

Understanding of data privacy and security

Experience in managing and supporting Microsoft servers and small business firewalls

Experience in managing and supporting Microsoft Exchange and Office 365

Experience in Microsoft workstation operating systems and end users in a help desk and deskside capacity

Experience in managing and supporting multiple network environments

Experience with ticketing systems and remote management systems

Experience in Security and Multi Factor Authentication

Exposure to VOIP and IP Technology

Benefits/Perks

Competitive Compensation

Career Growth Opportunities

Two Weeks Paid Vacation

Medical/Dental/Vision

401K

Life Insurance

Short Term Disability