Solutions Technician II at Benevis Corporate Office a Benevis company

Atlanta, GA 30339, USA -

Full Time

Start Date

Immediate

Expiry Date

16 Nov, 25

Salary

28.0

Posted On

16 Aug, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Sharepoint, Teamviewer, Mimecast, N+, Technical Documentation, Microsoft Office, Collaboration, Plus, Citrix, Customer Service Skills

Industry

Information Technology/IT

Description

KNOWLEDGE AND EXPERIENCE

Working knowledge of standard / typical help desk support processes and procedures - essential
Expertise in configuring and managing Thin Clients and laptop configurations - essential
Experience with TCP/IP networks; LAN and Internet configurations.
Experience developing technical documentation and demonstrated good communications and exceptional customer service skills - essential
Experience with Microsoft Office 365 support - essential,
Experience with Microsoft Windows 10 and 11 support - essential.
Minimum 5 Years in a centralized help desk environment - Must have experience working in a team environment on Tiered Help Desk Team, who heavily relies on collaboration.
A+ Certification with practical experience - Required.
Experience with Microsoft AD management - Essential
Experience with TeamViewer - a plus
Experience with Citrix - a plus
Experience with Global Protect software - a plus
Experience with RemedyForce helpdesk software- a plus
Experience with ITGlue - a plus
Experience with SharePoint Online - a plus
Experience with Mimecast - a plus
Experience with Genesys Cloud Telephony - a plus
Experience with GoTo Connect - a plus
N+, MCSE or MCP Certifications - a plus
Apple Product Support Experience - a plus
Bachelor’s degree - a plus
Previous Dental/Healthcare IT Support Experience - a plus

How To Apply:

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Responsibilities

PRIMARY PURPOSE

The Solution Technician II will act as a subject matter expert responsible for providing in house resolutions for all escalated Windows system needs. Under limited direction, the Solution Technician II will perform the following job duties:

Answers incoming/escalated support calls, emails and walk-ups.
Maintain exceptional customer service to all end users and internal staff.
Respond to escalated incident requests within defined time frames.
Generate and maintain exceptional documentation and knowledgebase articles.
Coordinate knowledge sharing activities with other team members.
Monitor the technical infrastructure for problems and outages and proactively resolve those issues identified.
Participate in projects with high operational, tactical, technical or business impact.
Maintain Service Levels (SLAs) Adherence.

Responsibilities:

ESSENTIAL FUNCTIONS / SERVICE CENTER & TECHNICAL SUPPORT:

Provide high-end customer service and follow up on all issues.
Performs problem resolution/troubleshooting on technical systems and infrastructure in highly complex situations.
Answers incoming support calls and messages (e-mail, other) and conducts Level I break fix analysis and problem resolution within stated SLA measurements.
Thin client, laptop and PC hardware & software research / configuration / installation / support
Ability to handle moderate calls and ticket volume.
LAN hardware & software research / configuration / installation / support
Printers, FAX machines, copiers and phone systems research / configuration / installation / support.
Windows, Microsoft Office and e-Mail user support and troubleshooting
Ability to adhere to established AD security matrix
Continuously supplement knowledge base for end users and fellow support professionals.
Qualifications: