Technical Support Technician Tier II
blueRock Technologies is seeking a new member of our IT Team! The Technical Support Technician Tier II will work along-side our Service Desk Team, providing first and second-tier support tasks and advanced troubleshooting
- Provides first and second-tier end user support and software, hardware, and network assistance.
- Answer incoming IT service desk calls and create service tickets in the ticketing system
- Act as escalation point for requests and incidents.
- Manage and triage multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution.
- Follow-up with clients on status of open tickets.
- Installs (moves, adds, changes), maintains and configures VoIP phones, PCs, network printers and other computing devices.
- Actively contribute to ongoing process improvement.
- Create and maintain technical documentation about common problems/fixes, computer systems, servers and network layouts.
- Record all time spent on tickets and client accounts in time reporting software on a daily basis.
- Submit timesheets and other cost tracking reports on a weekly basis with accuracy.
- Experience of at least 5 years in a service desk or helpdesk environment.
- Capability to efficiently complete tasks in a fast-paced environment.
- Good communication skills and client service skills.
- Ability to work with peers in a team effort.
- Experience in working with team members to accomplish common goals.
- Ability to work a rotating on-call shift.
- Ability to analyze problems, recommend solutions and see them through to resolution.
Required Technical Skills:
- Windows Server 2008/2012/2016
- Office 365 Admin experience.
- Knowledge of Windows and Mac OS
- Understanding of Networking: Routing, subnets, UDP, TCP, IP and VLANs.
- Networking with firewall/wireless configurations to include but not limited to SonicWall, Meraki, and Ubiquiti.
- Paid time off
- Health insurance
- HSA matching
- Dental insurance
- Vision insurance
- 401K + company matching
- Short & Long-term disability
- Life insurance
For more information or to apply, please head to: http://www.bluerocktech.com/about-us/careers/