IT Helpdesk Support Technician, Level II

at  BCS365

Be part of an exciting opportunity as BCS365 continues to expand into the UK!
Schedule: Monday - Friday, 5:00 AM - 3:00 PM (GMT)
The primary responsibilities for this position are handling second level support in the Help Desk team. Respond, troubleshoot and generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Voice, Data, Video, Wireless, Cloud, and Security.

REQUIRED PROFESSIONAL IT CERTIFICATIONS AND EXPERIENCE

• Education: Bachelor’s Degree in Computer Science or related field
• IT Experience: 3 years minimum
• Previous MSP experience, or experience supporting external customer base
• One or more of the following: CompTIA or A+, Network+, Microsoft MCP
• Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux/Unix command
• Continually advancing your knowledge base through certification courses.

• Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
• Responsible for technical break/fix support for all Information Technology Support (ITS) systems currently deployed in production.
• Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
• Responsible for administration, maintenance and second level support of back-end global ITS systems.
• Identification of opportunities for continuous improvement (upgrades, security and update patches, etc.) of systems in production.
• Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA.
• Escalate client support cases to appropriate resource following the escalation process and procedures.
• Work with Dispatchers and Team Leads to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Data entry may be required for new and active clients on Ticketing system.
• Responsible for entering time and all work with proper updates in Ticketing system as it occurs.
• Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
• Onsite work at client locations will be required as needed.
• On-call rotation.
• Other duties as assigned.