End User Support Technician Tier 2

Overview

 

JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the End User Support Technician Tier 3 and the Technical Account Manager.  Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Provide guidance on basic technical topics to Tier 1 technicians. Provide onsite technical support to the client when requested by the Client Technology Manager.

Responsibilities

ESSENTIAL FUNCTIONS:  

• Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues 
• Open, update, track, and close tickets in the ticket management system with minimal assistance from the Tier 3 technician and the Technical Account Manager 
• Create clear, concise documentation in instructional knowledge-based articles 
• Collaborate with the Tier 3 Technician, Technical Account Manager and Client Technology Manager to escalate and resolve complex issues

ADDITIONAL DUTIES AND RESPONSIBILITIES: 

• Provide supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects 
• Participate in Client Business Reviews when requested 
• Provide onsite support for clients upon request from the Client Technology Manager

KNOWLEDGE, SKILLS & ABILITIES: 

• Good verbal, written, and telephone communication skills  
• Solid problem-solving skills  
• Good organizational and time management skills 
• Strong customer service skills 
• Required experience with the following: 
• ConnectWise or similar ticket or case management system
• Microsoft Office applications
• Kaseya or similar remote access software
• Windows workstation installation and configuration
• Hardware and networking topology 

• Optional experience with the following:
• Configure and troubleshoot Office 365
• VMWare
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit) 

Qualifications

QUALIFICATIONS: 

• High school diploma or GED required; prefer Associate’s degree or higher 
• Required certifications:
  • A+
  • Microsoft Office Specialist
  • Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10) 
• 1 year of relevant experience in a techn