Job Description

Level 2-3 Help Desk

Established and rapidly growing Managed Service Provider (MSP) seeks an experienced Level 2-3, dependable Help Desk Technician to provide help desk support in a Microsoft Windows networking environment. Must be able to work independently and provide quick and accurate results. Requires experience with Microsoft Windows Server (Minimum of 1-2 years), Help Desk Support via phone/hands on, MCSE, A +, Network+, CCNA certifications a big plus!

Key Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Requirements

  • Proven experience as a Help Desk Technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered

Skills

  • Windows Server
  • Networking (Cisco)
  • Office 365
  • Active Directory
  • VMware
  • Server hardware
  • Anti-Virus

 

 

Application Instructions

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