Position Summary:
The IT Helpdesk Tier 2 serves as the escalation point of contact for customers seeking technical assistance via phone and email. Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer best solutions to customers based on issues and details provided. This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics, and ensure customer satisfaction. Provides technical leadership to the team and organization.
Job Details:
Responsibilities:
•Serve as the escalation point of contact for customers seeking technical assistance via phone or email.
•Perform remote troubleshooting through diagnostic techniques and pertinent questions
•Determine best solution based upon the issue and details provide by customers
•Walk the customer through the problem-solving process
•Escalate unresolved issues to the next level of support when needed
•Provide accurate information on IT products or services
•Record events and problems and their resolution in ticketing system
•Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
•Represent company professionally to all interested parties including customers, prospects, and outside vendor partners
•Adherence and commitment to company Core Values
•Process oriented, with great attention to detail
•Other duties assigned
Qualifications:
•Minimum 4 years full-time experience working in a technology solutions environment
•Experience as a Tier 2 support in a similar environment
•Excellent written and verbal communication skills
•Knowledgeable of office automation products, databases and remote control
•Good understanding of computer systems mobile devices, and other technical products
•Strong decision making and problem-solving abilities
•Strong interpersonal and relationship building skills
•Strong passion for customer service
•Exceptional organizational skills and the ability to handle multiple tasks concurrently.
•Ability to learn quickly in a fast-paced environment
•Proficient in English
PREFERRED SKILLS
•Experience with Windows Desktop Operating Systems (Windows 7-10)
•Experience with Microsoft Office Applications (Word, Excel, etc.)
•Experience using a ticketing and time management system
PREFERRED TECHNICAL CERTIFICATIONS
Microsoft MCP Windows 10, Microsoft MCP Office 365, COMPTIA A+ or related experience.
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