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SUPPORT DESK TECHNICIAN (TIER 2)
Company:
Technagy
Location:
Arlington, TX
Type:
Full-time
Salary:
$50000
—
$65000
Description:
JOB DESCRIPTION
The Tier 2 support technician handles escalated support requests for the service delivery team that may need to be conducted onsite or promptly. They are assigned the support requests that the tier 1 team support team are unable to handle, as well as any projects.
PRIMARY FUNCTIONS
- CUSTOMER SERVICE
- Work on and resolve escalated Helpdesk Tickets
- Delight our clients with a friendly, quick, and helpful experience
- Provide clients with advanced remote troubleshooting
- Provide clients or internal team with onsite installation & removal of equipment
- Remote and onsite hardware maintenance and support
- USE OF OUR TICKETING SYSTEM
- Use our ticketing system to work on and resolve any helpdesk tickets & service requests
- Managing and record all work through the ticketing system
- Make sure that client documentation is well-maintained and up-to-date
- Ensure that tickets aren't stale or left unattended throughout the support process
- PROJECT WORK
- Configure and deploy workstations, network equipment, and software
- Implement and support service requests and change requests from the company's best standards
- From time to time, the projects team will need additional resources to help deliver project deliverables according to company and project manager SOW
- COMMUNICATION, REPORTING & RISK
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Required to submit timesheets & expense reports as indicated on company S.O.P.s
- Create and maintain documentation for processes and procedures related to duties and responsibilities
- Identify, Communicate, and Mitigate potential risks to the team lead, C.T.O., C.I.O. or clients
- Develop in-depth knowledge of the Technagy service product offerings and how it relates to customer's needs.
- TEAMWORK
- Follow the schedule provided by the Team Leader and Service Coordinator
- Particulate in daily huddles to help ensure the daily success and planning of the support team
- Follow Standard Operating Procedures (S.O.P.s) for daily/weekly recurring tasks
- Follow all our Security Procedures and keep a vigilant eye for potential security issues
- Identify opportunities for improvement and make constructive suggestions for team and department improvement
- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO
COMPETENCIES:
- Advanced understanding of operating systems, business applications, printing, and network systems.
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization's critical services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
- Candidates must have a valid driver's license and access to a vehicle
EDUCATION | CERTIFICATIONS
- Associate's degree and above, preferably in computer science or a related Technical diploma, are encouraged but not required.
- Minimum of 3 years of I.T. or customer service experience.
- Required to have at least one professional certification from the information technology field
- Ability to pass ITIL fundamentals certification within 180 days of employment
- Required to take at least one technical certification test annually.
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