Bedrock technology
Tier 2 Technical Support Specialist
- Compensation
- Not disclosed
- Location
- Jessup, Pennsylvania, United States
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- 3-5 years' experience in IT help desk and customer service
- Ability to build rapport with clients
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
- Exceptional communication skills; capable of explaining and documenting procedures in writing and verbally especially for non-technical people
- Ability to work independently with minimal supervision as well as in a part of a team
- Working knowledge of a range of diagnostic utilities
- Practical knowledge of networking technologies, including LAN, WAN, VLAN, NAT, DMVPN and routing protocols
- Experience maintaining Windows Server operating systems and roles such as Active Directory Domain Services, File and Print Services, DHCP, and DNS
- Experience with UC and UCaaS (Mitel, RingCentral, 8x8, Cisco)
- Ability to troubleshoot multiple Microsoft operating systems and applications
- Understanding and design of network security, monitoring, and reporting
- Ability to conduct research into PC issues and products as required
- Industry certifications such as CompTIA (Fundamentals, A+, Net+, Security+, etc.), Microsoft, Cisco, or comparable(s) preferred
Full description
Bedrock Technology has an immediate opening for highly motivated, talented, and detail-oriented Tier 2 Help Desk Technicians. The Tier 2 Technician will ensure proper computer, printer, and network operations so that end users can accomplish business tasks.
Responsibilities:
- Serve as the initial point of contact for customers engaging our support center as well as an escalation point for Tier 1 Technicians
- Responsible for the logging of all incoming communications (email, voicemail, live calls, etc.) into the ticketing system in a timely manner with correct prioritization
- Document all relevant information including name, department, contact information, nature of issue, troubleshooting steps taken and resolution
- Utilize knowledgebase, FAQ's, teammates, and all other available resources to aid in incident resolution to resolve customers' issues effectively and efficiently
- Perform preventative maintenance when needed including checking and cleaning workstations, printers, and peripherals
- Install, configure, and maintain network and server equipment such as routers, switches, wireless access points, server hardware, storage arrays, and firewalls
- Diagnose, troubleshoot, and resolve network issues
- Harden corporate network security and quickly close identified vulnerabilities
- Managing M365 cloud services, e.g., (Teams, OneDrive, SharePoint, Azure AD, etc.)
- Exchange on-premises/online maintenance and administration
- Thoroughly document, build and maintain documentation, guides, and diagrams that can be utilized by all members of the IT department concerning network processes, procedures, and practices
Qualifications:
- 3-5 years' experience in IT help desk and customer service
- Ability to build rapport with clients
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
- Exceptional communication skills; capable of explaining and documenting procedures in writing and verbally especially for non-technical people
- Ability to work independently with minimal supervision as well as in a part of a team
- Working knowledge of a range of diagnostic utilities
- Practical knowledge of networking technologies, including LAN, WAN, VLAN, NAT, DMVPN and routing protocols
- Experience maintaining Windows Server operating systems and roles such as Active Directory Domain Services, File and Print Services, DHCP, and DNS