Descripción del empleo:
Position:
Do you love solving problems? Do you get excited from being challenged by different issues and
environments each day? Are you looking to bring your extensive experience and great attitude to a
growing company, where your ideas can have an impact?
We are looking for a capable senior service desk technician to join our team, master new skills, and grow
within the company. As an L2 Service Desk Technician, you will provide the first and second line of
support for business users. You should be able to resolve 80-95% of incoming calls, tickets, and alerts
with your team, and provide useful troubleshooting and communication before escalating for issues
requiring level 3 support.
Priority will be given to candidates able to work Tuesday through Saturday or Sunday through
Thursday.
Responsibilities:
 Provide Level 1 and 2 support and excellent customer service for all business users and
coworkers
 Respond immediately to calls, emails, messages, and tickets
 Take on escalations, providing guidance and training to L1 team members
 Effectively troubleshoot IT-related issues related to desktops, systems, and networks in multiple
unique client environments
 Learn to resolve >80% of incoming tickets, escalating only when you lack access or can't figure
out how to solve the issue after researching
 Document all work done, issue/project status, and time entries on tickets throughout the day
 Support projects and other tasks as needed
Technical Experience We Look For:
 3+ years of Desktop Support, preferably in a Managed Service Provider or other multi-tenant
environment
 Remote user support for applications and hardware (desktops and laptops, servers, networking
gear)
 Active Directory and Group Policies
 O365 administration, migrations, and security
 Outlook & Webmail (Exchange and O365)
 Backup and data recovery technologies experience (Veeam, Rubrix, etc)
 Email Filtering Software (Proofpoint)
 Basic networking, TCP/IP, Layer 2 (VLAN), Routing, Switching
 Windows and Mac deployment and security
 Desktop Virtualization
 Ticketing systems and time keeping (Autotask PSA)
 Knowledge from certifications like CompTIA A+, Network+, VMWare, Microsoft, etc.
Traits Needed:
 Professionalism
 A technical mind able and eager to learn
 Critical thinking skills and creative problem solving, applying solutions from previous issues to
similar ones
 Great organization & multitasking skills
 Common sense
 A quick wit and good sense of humor (it’s not all serious)
 Ability to work under pressure and be fearless on the phones