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Help Desk Technician for MSP Level 2

Company: NIXSYS, Inc.
Location: Irvine
Posted on: December 3, 2019

Job Description:

Job Description: The MSP Help Desk Technician Level 2 is responsible for handling second level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. Basic Functions: IT Support relating to technical issues involving Microsoft's core business applications and operating systems. Support of disaster recovery solutions. Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and switches. Understanding of Network protocols (TCP/IP, LDAP, Active Directory, DHCP, DNS, etc.) Excellent knowledge of Microsoft Windows desktop and server, including Exchange and Office 365. Terminal server / remote access administration - remote user profiles configuration, VPN setup, remote printing. Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets. Troubleshoot desktop applications and configurations (i.e. Microsoft Office, VPN connectivity, etc.). Investigate recurring issues and provide solutions to address root problem. System documentation maintenance and review. Communicate with customers as required; keeping them informed of incident progress, notifying them of impending changes, and agreed outages. Additional Duties and Responsibilities: Improve customer service, perception, and satisfaction. Fast turnaround of customer requests. Ability to work in a team and communicate effectively. Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently. Escalate service requests that require engineer level support. Interact and collaborate with third-party vendors to manage the resolution of complex client issues. General hardware knowledge Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Microsoft Certification, ConnectWise and Labtech knowledge a Plus. Advanced understanding of operating systems, business applications, printing systems, 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 key 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. Valid California drivers license. Educational/Vocational/Previous Experience Recommendations: BA/BS, preferably in computer science or a related field. 5 years of IT or related experience. Benefits: - Competitive salary based on experience and qualifications. - Full benefit package including vacation, 401k, health, vision, and dental. - Full on the job training & support. - Fun working environment and culture. - Great opportunity for advancement.

Keywords: NIXSYS, Inc., Irvine , Help Desk Technician for MSP Level 2, Professions , Irvine, California

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