L2 Helpdesk Engineer

SUMMARY

The L2 HelpdeskEngineeris the first point of contact for end-users experiencing technicalissues. This role is crucial in providing timely and effective support andensuring minimal disruption to business operations. The successful candidatewill possess strong troubleshooting skills, excellent communication abilities,and a customer-centric approach. They will accurately log, prioritize, andresolve or escalate incidents and service requests according to establishedprocedures.

JOB RESPONSIBILITIES

IncidentManagement:

• Receive and log incidents and service requests via phone, email,ticketing system, and other communication channels.
  
• Perform initial troubleshooting to identify and resolve commonhardware, software, and network issues.
  
• Follow established procedures to document all interactions,troubleshooting steps, and resolutions in the ticketing system.
  
• Escalate complex or unresolved issues to Level 2 support or otherspecialized teams as needed.
  
• Monitor incident queues and ensure timely response and resolutionwithin defined service level agreements (SLAs).
  
• Provide clear and concisecommunication to end-users regarding the status of their requests.
  

ServiceRequest Fulfillment:

• Process standard service requests, such as password resets, accountunlocks, software installations, and hardware setups.
  
• Follow documented procedures to fulfill service requests efficientlyand accurately.
  
• Ensure accurate inventorymanagement of hardware and software assets.
  

KnowledgeManagement:

• Contribute to the development and maintenance of knowledge basearticles and troubleshooting guides.
  
• Stay up-to-date with current technologies and best practices.
  
• Share knowledge and bestpractices with other service desk team members.
  

CustomerService:

• Provide excellent customer service by maintaining a professional andcourteous demeanor.
  
• Effectively communicate technical information to non-technicalusers.
  
• Manage customer expectations and ensure satisfaction with servicedelivery.
  
• Follow up with users to ensureissues are resolved to their satisfaction.
  

Hardware/SoftwareSupport:

• Troubleshoot and resolve issues related to desktops, laptops,printers, mobile devices, and peripherals.
  
• Provide support for common operating systems (Windows, macOS),productivity applications (Microsoft 365, etc.), and other business-specificsoftware.
  
• Assist with the setup andconfiguration of new hardware and software.
  

Requirements

QUALIFICATIONS

• ·At least 3 years of experience in a help desk role
  
• ·Windows 10/11 and ServerKnowledge: knowledge of Windows 10/11and server is non-negotiable for the role.
  
• ·CloudServices (Azure): Experience with cloudservices, specifically Azure, is preferred but not a strict requirement
  
• ·MSPEnvironment Experience: Experience working in aManaged Service Provider (MSP) environment
  
• ·DesktopSupport and Network Troubleshooting:Candidates should have an extensive background in desktop support and becapable of level 2 network troubleshooting.
  
• ·Ticketingtools: experience with anyticketing system, such as Auto Task, ServiceNow, or ConnectWise, would beacceptable.
  

• ·Strong understanding of basic IT concepts,including hardware, software, networking, and operating systems.
  
• ·Proficiency in troubleshooting common hardwareand software issues.
  
• ·Excellent communication, interpersonal, andcustomer service skills.
  
• ·Ability to work independently and as part of ateam.
  
• ·Strong problem-solving and analytical skills.
  
• ·Ability to prioritize and manage multiple taskseffectively.
  
• ·A+ or other relevant IT certifications are aplus.
  Skills:
  
• ·Operating Systems: Windows 10/11, MacOS
  
• ·Applications: Microsoft 365, common webbrowsers, and other business applications.
  
• ·Hardware: Desktop/Laptop troubleshooting,printer support, mobile device support.
  
• ·Networking: Basic understanding of TCP/IP, DNS,and network connectivity.
  
• ·Ticketing Systems: Experience with using andupdating ticket information.
  
• ·Customer Service: Excellent verbal and writtencommunication, active listening, and empathy.
  

JOB REQUIREMENTS

• · Should be willing to accept a long-termwork-from-home arrangement.
  
• · Should be amenable to a permanent night shiftschedule.