Job Details

ID #3339031
State Idaho
City East idaho
Full-time
Salary USD TBD TBD
Source Idaho
Showed 2020-02-13
Date 2020-02-04
Deadline 2020-04-04
Category Technical support
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IT Help Desk L2/L3 (Idaho Falls)

Idaho, East idaho 00000 East idaho USA

Vacancy expired!

Primary Job Functions

· An experienced technical support engineer capable of solving complex problems whilst also providing technical leadership and support to our growing team in Idaho Falls, ID. The role is a key part of the Premier Help Desk strategy and as such, provides various opportunities for learning, development and career progression.

· Utilize telephone, email and internal systems to provide technical support to customers and fellow staff.

· Efficiently and accurately record customer interactions in the ticketing system.

· Follow internal policies and procedures to facilitate and maximize outcomes for the customers.

· Manage escalated unresolved tickets to appropriate support specialist or service group and take ownership.

· Provides support in supervising the day-to-day activities of the team and ensure to meet service delivery requirements.

· Assist in the orientation, induction and training of New Hires.

· Ensure Service Level Agreement and Standard Operating procedures are met.

· Ensure the efficient handling and resolution of reactive service tickets.

· Ensure timely referral of tickets to escalation engineers as required.

Qualifications

· Extensive Knowledge in Active Directory Administration.

· Sound knowledge of Backup technologies (Datto, Veeam, Storage Craft) – at least one.

· Expert in Exchange and Office 365 Administration.

· Extensive knowledge of Windows Server Management.

· Strong knowledge of Windows Desktop Operating Systems.

· Strong Microsoft Office Skills.

· More than 4 years’ experience in technical support roles.

· Directly support the IT Help desk team in their technical concerns and escalations

· Liaise with help desk leads and managers on identifying potential trends on major incidents, process improvements, issues or difficult situations

· Ensure Help desk and other client specific processes are adhered to at all times

· Provide front line, technical solutions wherever possible, ensuring customer satisfaction at all times.

Technical Skills

· Configuring, Managing & Deploying AD, DNS, WSUS, RIS, GPO, FTP, DFS, IIS, LDS & DHCP in Windows Server 2012-2019 including Small Business Servers

· Configuring, Managing & Maintaining Virtual environment (VMware,Hyper-V, Virtual Box etc)

· Configuring & Managing modem router setup

· Configuring & Managing of wireless networks

· Configuring & Maintaining back up technologies

· Diagnosing and rectifying WAN and LAN issues, including ADSL based technologies

· Configuring & Managing different networking equipment (Modem & Router, Switches, Firewalls, WAN Accelerators, DNS, DHCP, Proxy servers etc…)

· Configuring & Managing of wireless networks

· Remote access solution implementation and support: VPN, Terminal Services, and Citrix

· Managing network equipment to the latest firmware releases

· Practical experience in deploying and migrating users from old PCs to new PCs.

· Windows 10/8/7 desktop troubleshooting Skills

· Solid experience in managing simultaneous major incidents from detection to complete resolution

· Solid experience in managing simultaneous major incidents from detection to complete resolution

· Practical experience in PC hardware repairs is an advantage.

QUALITIES

· A warm and professional phone manner with a strong focus on customer service.

· Ability to genuinely connect with, understand, and help people.

· A natural aptitude for technology.

· Ability to act as a final point of call and resolve issues which the team has escalated.

· Attention to detail and a pride in quality of work.

· A strong desire & motivation to grow and develop.

· Ability to provide feedback and information on people and processes to the team leaders and management team where required to identify and improve service delivery.

· A good sense of humor!

· The ability to think on your feet and pick things up quickly.

· Demonstrated academic ability in the IT industry (university, tertiary or vendor qualification)

Experience with a ticketing system for job management.

Certifications (Good to have but not required)

· Microsoft Certified Desktop Support Technician (MCDST)

· Microsoft Certified Technology Specialist (MCTS)

· Microsoft Certified IT Professional (MCITP)

· Microsoft Windows Server Certification

· CCNA/ CCNP

ITIL Certified

Vacancy expired!

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