Technical Support - Level 2

Job Description Reports To Service Desk Manager FLSA Status Non-exempt Job Overview Provide IT VoIP and Broadband support for clients remotely. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills. Customer service mentality Strong organizational and time management skills Excellent verbal and written communication skills Strong interpersonal skills Reliable Solid understanding of computers, networks and software Experience using MS Office applications: Word, Excel, Outlook High attention to detail Previous experience with ConnectWise or other ticketing system Ability and willingness to work overtime when needed Ability and willingness to work in a high-pressure environment Ability and willingness to work in a collaborative team environment Ability and willingness to quickly learn new technology and software Responsibilities and Duties Install and configure hardware and software Respond to tickets in accordance with SLA guidelines Record, track, and document the help desk request problem solving process including actions taken through to the final resolution Respond in timely manner to requests and issues Provide remote support to end users Assist in AV setups as needed for meetings Assist new hire training for basic IT needs. Set up new workstations for users (deploying equipment, checking over account setups). Heavy use of Windows and Mac OS devices Ability to work in Active Directory Test new technology Create documentation for staff for training purposes Resolve Tier 1 support tickets Understand VoIP platforms ideally 3CX Troubleshoot broadband connectivity issue Understanding of Network infrastructure