Level Ii It Help Desk Support (Remote)

We are looking for a committed IT Help Desk Support Level II Technician to join our esteemed organization, providing outstanding remote support for our valued clients. In this pivotal role, you will ensure the seamless operation of IT systems, empowering end users to execute their tasks effectively. Your primary focus will be to address support requests in a timely manner, acting as the initial point of contact for IT-related inquiries, while consistently striving for high user satisfaction through a variety of technical responsibilities.

Key Responsibilities

• Deliver courteous and effective support for incoming requests via telephone, web portal, and email, ensuring timely resolutions for end-user challenges.
• Facilitate the provisioning and system setup process for new hires, aiding in a smooth onboarding experience.
• Prioritize incidents and service requests according to established protocols, in alignment with defined service level agreements (SLAs).
• Utilize remote tools and diagnostic utilities to troubleshoot and resolve support requests efficiently.
• Administer server tasks, including Active Directory, File & Print services, DNS, and DHCP management.
• Install and maintain antivirus software to guarantee updated virus definitions.
• Oversee the administration and maintenance of network firewalls and switches to ensure optimal performance.
• Optimize and maintain network hardware and software for uninterrupted operations.
• Build and deploy file servers alongside tailored cloud computing solutions for user requirements.
• Configure and deploy Voice over IP (VoIP) solutions to enhance communication.
• Manage operations related to Microsoft Exchange Server and telephone systems.
• Monitor alert systems and execute necessary actions per established guidelines.
• Analyze event logs to promptly identify and resolve issues.
• Address escalated service requests that necessitate a higher level of response.

Required Skills

• Minimum of 4 years of hands-on experience in configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange Server, and Active Directory.
• 2-3 years of experience in a client-facing role, showcasing strong interpersonal abilities.
• Exceptional verbal and written communication skills, enabling effective engagement with clients to understand their technology-related issues.
• Strong organizational and time-management skills, adept at managing multiple tasks simultaneously.
• Experience in drafting proposals and implementing technical solutions tailored to business needs.
• Results-oriented, self-motivated, and a dependable team player who flourishes in a collaborative setting.
• Comprehensive understanding of technology and business productivity systems.
• Familiarity with Remote Monitoring and Management (RMM) tools is advantageous.
• Strong problem-solving skills coupled with excellent customer service capabilities.
• Previous experience in a Managed Service Provider (MSP) environment is highly desirable.

Qualifications

• Relevant technical certifications such as CompTIA Network+, CompTIA Security+, or similar are preferred.
• Ideal candidates will possess certifications like CompTIA Server+, HDI Support Center Analyst, or Microsoft Certified Desktop Support Technician (MCDST).

Career Growth Opportunities

Join us for a fulfilling career with stimulating work, numerous opportunities for advancement, and a supportive work environment that emphasizes ongoing training and development to help you succeed in your professional journey.

Employment Type: Full-Time