Help Desk Technician for MSP Level 2
Company: NIXSYS, Inc.
Posted on: December 3, 2019
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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