Tier 2 Service Desk, Sr. Associate
Core
Provide remote technical support to external managed service clients, resolving hardware and software issues via phone and email.
Role type
Senior IC IT Service Desk Technician
Builds
IT support services for external clients
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, systems administration, network troubleshooting, case management, documentation
Preferred skills
Office 365 administration, Windows Server administration, Azure AD administration, TCP/IP networking, firewall administration, virtualization (VMWare), remote access solutions, Apple hardware and macOS
Technologies
Office 365, Windows Servers, Azure AD, SharePoint, Teams, Cisco, SonicWALL, Meraki, VMWare ESX, vSphere, Citrix, Remote Desktop Services, VPN, Apple Hardware, macOS
Responsibilities
Answer client calls during peak hours, troubleshoot workstations and servers, monitor and troubleshoot client backups, escalate issues, document support issues in ticketing system, monitor trends to isolate chronic issues
Seniority
Senior, hands-on IC