Technical Support - Level 2

Reports To Service Desk Manager FLSA Status Non-exempt

Job Overview

Provide IT VoIP and Broadband support for clients remotely. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills.

Customer service mentality
Strong organizational and time management skills

Excellent verbal and written communication skills

Strong interpersonal skills

Reliable

Solid understanding of computers, networks and software

Experience using MS Office applications: Word, Excel, Outlook

High attention to detail

Previous experience with ConnectWise or other ticketing system

Ability and willingness to work overtime when needed

Ability and willingness to work in a high-pressure environment

Ability and willingness to work in a collaborative team environment

Ability and willingness to quickly learn new technology and software

Responsibilities and Duties

Install and configure hardware and software
Respond to tickets in accordance with SLA guidelines

Record, track, and document the help desk request problem solving process including actions taken through to the final resolution

Respond in timely manner to requests and issues

Provide remote support to end users

Assist in AV setups as needed for meetings

Assist new hire training for basic IT needs.

Set up new workstations for users (deploying equipment, checking over account setups).

Heavy use of Windows and Mac OS devices

Ability to work in Active Directory

Test new technology

Create documentation for staff for training purposes

Resolve Tier 1 support tickets

Understand VoIP platforms ideally 3CX

Troubleshoot broadband connectivity issue

Understanding of Network infrastructure