Tier 2 Help Desk Engineer - MSP

You will be responsible for diagnosing and resolving technical issues, escalating more complex problems to higher tiers when necessary, and ensuring timely and effective resolution of customer inquiries.

Key Responsibilities:

• Provide efficient and courteous technical support to clients via phone, email, or chat.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Document all customer interactions, including details of inquiries, comments, complaints, and actions taken.
• Escalate unresolved issues to appropriate teams for further investigation and resolution.
• Assist with the setup, installation, and configuration of computer systems, software, and peripherals.
• Maintain knowledge of company products, services, and procedures to effectively address customer inquiries.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure adherence to service level agreements (SLAs) by responding to and resolving customer issues within defined timeframes.
• Collaborate with other team members to identify trends and implement solutions to improve customer satisfaction and efficiency.
• Continuously update technical knowledge and skills through training, self-study, and certification programs.

Qualifications:

• High school diploma or equivalent; additional certifications (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) are a plus.
• Proven experience in a technical support role, preferably in a help desk or service desk environment.
• Strong troubleshooting and problem-solving skills with the ability to quickly assess and resolve technical issues.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with clients and colleagues.
• Familiarity with common operating systems (e.g., Windows, macOS, Linux) and productivity software (e.g., Microsoft Office).
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP) and remote support tools.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively.
• Customer-focused mindset with a commitment to delivering high-quality service and support.
• Flexibility to work occasional evenings, weekends, or holidays as needed.

Benefits:

• $Competitive salary based on experience and qualifications.
• Health, dental, and vision insurance coverage.
• Retirement savings plan (401k) with company match.
• Paid time off (vacation, sick leave, holidays).
• Professional development and training opportunities.
• Opportunities for career advancement within the company.

Join this dynamic team and take your career to the next level by providing exceptional technical support to valued clients. Apply now!