Level 2 Tech Support


Job Description
Install and configure hardware and software
Respond to tickets in accordance with SLA guidelines
Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system
software to accept and resolve L1 and L2 service requests, incidents and problems. Documenting and
tracking all steps taken to the resolution.
Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensure
service levels are maintained.
Create and document service management procedures and standards to ensure engineering best practices
are maintained.
Work with clients directly over the phone and using remote software or travel on-site
Respond in timely manner to requests and issues
Repair and replace equipment as needed
Provide onsite and remote support to end users
Assist in AV setups as needed for meetings
Set up new workstations for users (deploying equipment, create Active Directory Accounts, O365
Heavy use of Windows and Mac OS devices
Ability to work in Active Directory
Research and test new technology
Daily activities
Accept and resolve tickets, service requests/incidents/problems, using our Service Desk software
Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents
and problems
Use remote management software to log into client PC's and resolve service requests/incidents/problems
Answer the phone with a cheerful and enthusiastic tone
Perform initial fault finding and basic troubleshooting of both incidents and problems
Deal with ticket escalations internally and externally with support tickets from third party vendors
Assist with deployments in the field NYC/NJ AreaDesired Attributes and Experience
Customer service skills
Excellent verbal and written communication skills

MSP Experience
Reliable
Solid understanding of computers, networks and software
Solid understanding of TCP/IP, DHCP, DNS, Domain Controllers etc
Experience using MS Office applications: Word, Excel, Outlook
High attention to detail
Previous experience with ConnectWise: Manage, Automate, Remote
Previous experience with Bitdefender
Previous experience with LionGuard
Ability and willingness to travel to client sites as needed
Ability to drive to drive and travel as needed
Ability and willingness to work overtime when needed
Ability and willingness to quickly learn new technology and software
Ability to lift 50 lbs.

Qualifications
Bachelor's Degree in Computer Science, or Associate Degree plus two years of tech support exp