We are hiring a Level 2 Service Desk Technician 2 who has the ability to troubleshoot, resolve, and provide recommendations to support customers in various industries. Professionalism and a strong ability to communicate with people is a main requirement of the position.
We are looking for a great attitude, strong written and verbal communication skills, excellent time management skills and the ability to help lead.
Technical Requirements:
- Microsoft Cloud technologies: Azure and Office365
- Citrix Virtual Apps and Desktops
- Controllers, Storefront, Policies, Profiles, Director, VDA’s, PVS & MCS
- Citrix Application Delivery Controller load balancing and gateway access
- Configuring switches, routers, firewalls with Cisco, Meraki, Palo Alto or Aruba is a plus
- Awareness of VMware, Hyper-V, Citrix Hypervisor
Responsibilities:
- Perform incident management and response across multiple technologies
- Interact with clients to troubleshoot and resolve Level 2 support issues
- Perform escalation of incidents to higher level engineers or OEM providers
- Document case activity and track incidents to closure
- Preparation of customer facing reports
- Participate in after-hours on-call rotation with other team members
Education and Certifications
- Bachelor's degree in Technology field -or- 4+ years of related work experience
- Current Microsoft MSCE, MSCA, O365, Azure, AWS or Cisco certifications are a plus
- ITIL v3 certification a plus
Preferred skills (optional)
- Patch Management, Remote Network Monitoring (RMON), Cloud Management, Infrastructure Management, Managed Support Services, Network Management
- Veeam Backup for Office365 exp. is a plus
- Cisco Meraki Experience is a plus
- Experience with configuration of monitoring solution thresholds and alerts (LogicMonitor, Solarwinds, SCOM, Nagios etc.)
- Experience with software patching, update solutions and endpoint management. (Connectwise Automate, Ivanti, SCCM)