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 mentalityStrong 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 DutiesInstall 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
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