Level II Service Desk Technician

Company: CyberCoders
Location: Montgomery
Posted on: November 18, 2020

Job Description:

If you are a Service Desk Technician with experience, please read onWhat You Will Be Doing The Level II Service Desk Technician will be serving in a customer-facing capacity. Primary responsibility will be support managed service offerings used by our clients. You will be diagnosing, resolving, and troubleshooting client service requests. General responsibilities to include: - Troubleshoot/diagnose/resolve our customers' technical issues that have been escalated by Level I support desk - Interface directly with customer stakeholders - Document service desk procedures - Assist with onboarding new customers - Adhere to SLAs - Prepare reports and maintain knowledge base - Hardware/software incident resolution - Train new hires on policies and procedures - On and off site technical support as needed - Laptop provisioning/repair - Manage assigned tasks in ticketing system - Network print services - Monitor customer infrastructures/networks - Handle inbound support calls Please note this will be a remote/work-from-home position while workplace COVID restrictions are in place. Once COVID workplace restrictions are lifted, the expectation is 3 days/week in Ambler office and 2/days week remote/work-from-home. This position will be part of 1st shift (7:00AM-3:30PM) and will require occasional on-call rotation.What You Need for this Position Qualified candidates will possess as much of the following experience as possible: - Minimum 3 years of professional technical support experience as part of a service desk team - Strong experience with help desk ticketing/IT service management platforms/systems - Advanced hardware knowledge of PC workstations, office peripherals, Android/iOS mobile phones, tablets, etc. - Advanced knowledge of Windows OS and Microsoft offerings - Advanced software knowledge of Office 365, Exchange, SharePoint, OneDrive, Teams, Office - Strong understanding of identity management platforms (ideally Active Directory) - Strong understanding of Azure - Understanding of user access networks - Understanding of cloud-based telephony endpoints and softphones - Understanding of network monitoring platforms - Track record of providing quality customer service - Ability to write documentation/design procedures - Technical certifications/related higher education degrees desiredWhat's In It for You - Base Salary: $48,000 - $57,000 - PTO: 15 days PTO and 10 paid holidays - Aetna health benefits - 401(k) - Ability to work from homeSo, if you are a Service Desk Technician with experience, please apply today

Keywords: CyberCoders, Montgomery , Level II Service Desk Technician, Other , Montgomery, Alabama