Support Specialist L2
Support Specialist L2
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Job Description
Role Summary:
As the Technical Support Specialist II you will serve as the front line of technical support responsible for facilitating incoming calls and ensuring they are directed to the appropriate resources. This role will handle T1 escalations and T2 tickets resolve technical issues promptly and efficiently and escalate T3 tickets as necessary. This role is expected to bring awareness and recurring issues to their direct supervisor. Exceptional customer service and communication is critical as this role is going to be working with nontechnical clients on a regular basis.
General Duties and Responsibilities:
- Monitor the call queue and ticket boards and promptly address incoming calls and tickets.
- Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
- Trouble and resolve technical issues according to elished procedures and guidelines. Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
- Update internal doentation through our knowledge base resources such as ITGlue and other relevant systems to ensure accurate and uptodate information.
- Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution particularly for timeintensive tasks.
- Make decisions related to access permissions and prioritization of incoming tickets ensuring highpriority issues are addressed promptly. Attend all required meetings including POD Huddles oneonone sessions and team meetings.
- Maintain a deep knowledge of technology products and services applicable to the client base including hardware software and Nucleus services. Other duties as igned.
Required Ss and Qualifications:
- A minimum high school diploma is required; postsecondary education in a related field is an et.
- At least 23 years of experience in an IT industry or similar setting.
- Must understand GPOs HyperV intermediate networking Microsoft: 365 and Active Directory. Must be able to go onsite as required depending on clients needs.
- Must be comfortable yzing technical issues and deciding whether the solution is efficient and feasible.
- Must be able to apply creative solution finding to address and resolve technical issues. Must be able to provide temporary workarounds that fall within company standards based on previous experience.
- Familiarity with knowledge base tools (e.g. ITGlue ConnectWise Managed Automate) is a plus.
- Excellent computer literacy ss and ss in MS Office Suite. Experience working with an ERP system is an et.
- Ability to multitask and prioritize and work independently.
- Ability to maintain confidential information.
Certifications
Ideally you already have the following certifications under your belt: Microsoft Certified:
Azure Fundamentals (900) CCST (Cisco Certified Support Technician Certifications) Microsoft 365 Certified:
Fundamentals.
Bonus points if you have one of the following certifications in addition to the ones above: Cisco Meraki Solutions Specialist Certification (CMSS) Microsoft Certified: Azure Administrator ociate (104) Microsoft 365 Certified: Endpoint Administrator ociate.
Remote Work :
No
Employment Type
Full Time
