Support Desk Level 2- Technician

at  The Brookfield Group

OVERVIEW:

The number one goal of every member of the Support Desk is to make our clients exceptionally happy. We are seeking a highly skilled and motivated Support Desk Level 2 technician to join our team. In this role, you will be responsible for resolving client requests and technical issues independently, providing technical guidance, and escalating complex problems as needed. This position requires strong technical expertise, problem-solving abilities, and efficient management of diverse support requests. This position combines technical expertise with a commitment to outstanding customer service, requiring you to resolve client requests, troubleshoot complex technical issues, and provide advanced support when needed.

QUALIFICATIONS:

• Valid driver’s license: proof of automobile insurance.
• Ticket Resolution: Independently resolve client requests and technical issues, providing expert guidance and escalating complex issues when necessary.
• Ticket Queue Management: Monitor and manage the ticket queue to ensure compliance with SLA requirements.
• Technical Expertise: Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.
• Ticket Escalations: Handle escalations from Support Desk Level 1, provide advanced troubleshooting, and ensure clear documentation during the escalation process.
• Customer Interaction: Maintain professional and courteous communication with clients, ensuring clarity and satisfaction.
• Onsite Visits: Conduct onsite visits to client locations using company vehicles.
• On Call: Participate in occasional after-hours support and on-call duties.
• Detail-Oriented and Organizational Skills: Accurately document client requests and resolutions, tracking progress and ensuring timely follow-up.
• Team Support: Assist with Level 1 support desk functions when necessary and perform additional duties as assigned.