Help Desk Support L2

GENERAL DESCRIPTION OF POSITION 
 
We are seeking someone who is not afraid to think outside the box, take initiative, and bring new, transformative ideas to the table. The ideal candidate will not be deterred by obstacles but will see them as opportunities to learn and grow. A tireless work ethic, relentless curiosity, and a desire to impact are key traits that will make you a successful member of our team. 

Regarding the role: This person will be responsible for handling ticket escalations before escalating to L3 engineers, handling phones, and service requests. This relates to all technology, including support for workstations, servers, printers, networks, and vendor-specific hardware and software. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Work on and resolve escalated Helpdesk Tickets 
• Provide the Client with advanced remote troubleshooting. 
• Remote Hardware Maintenance and Support 
• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests  
• Make sure that Client Documentation is well-maintained.  
• Split tickets that have several issues into their own individual ticket. 
• Review RMM dashboard and apply remediation actions as indicated by our Processes. 
• Review regularly scheduled/automated actions as indicated by our Processes. 
• Escalate tickets that require Senior L3 Technician support. 
• Communicate to the client the status of their ticket every step of the way and notify them of any changes or outages related to their issue. 
• Submit Timesheets and expense reports as indicated on their SOPs.  
• Identify, Communicate, and Mitigate potential risks to the Service Manager and Clients. 
• Mentor the Level 1 Technician team members 
• Follow the schedule provided by the Service Manager or Service Lead  
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.  
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues  
• Identify opportunities for improvement and make constructive suggestions for change.  
• Contribute to the process of innovative change effectively.  
• Undertake other duties as required by the Service Manager or Service Lead  

REQUIREMENTS

• Excellent English communication skills both written and verbal (85%) 
• Minimum 3 years of technical support, Help Desk, IT Support (or similar) experience. 
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. (DESIRABLE) 
• Studies in computing sciences, Systems Engineering, or any similar. (GRADUATED DESIRABLE)  
• Advanced technical skills required include desktop support, Windows Server, and Office 365 administration (DESIRABLE) 
• Advanced Google Workspace support skills.   
• Understanding of Microsoft Azure Virtualization and VNETs 
• Understanding of advanced DNS 
• Understanding of Switching, Firewalls, and Firewall rules, basic routing, VLANs, ACLs, 
• Understanding of SSO, SAML, oAuth 
• PowerShell scripting for PC and Office365. 
• Microsoft Defender for Office365 
• Microsoft Intune 
• VoIP, VMWare, Mimecast, Proofpoint, VEEAM, GAM, and GYB experience is a plus.  
• Professional IT Certifications such as Server+, Network+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc, are a PLUS. 
• Typing skills to ensure quick and accurate entry of service request details.  

• Relevant experience in our industry, or a clear passion and commitment to dive in and learn fast. 
• Proven ability to work proactively, showing initiative and drive. 
• A love of (and ability to) Solve Problems & Challenges  
• Great Communication skills, founded in being a good listener. 
• Applicants with private domain e-mail addresses using Office 365 or Google Workspace will receive priority visibility.