Role Summary
The Service Delivery Technician II provides technical support to clients within Trapp Technology’s managed IT services environment through tickets, chat, and phone support. This role troubleshoots customer issues, maintains server and workstation performance, and ensures timely resolution while delivering an excellent customer experience.
This position also serves as a technical resource for Level I technicians by providing guidance, answering questions, and assisting with escalated issues. We are looking for technicians who take ownership of problems, communicate proactively with clients and teammates, and enjoy developing their technical skills while supporting others.
Full-time remote position. Must be located in Greater Phoenix, Arizona.
Pay Rate: $17.00–$24.00/hour depending on experience.
Schedule: Monday–Friday, 10:00 AM–7:00 PM (Arizona)
Key Responsibilities
- Maintains availability to receive escalated inbound calls, support tickets, and web chats.
- Interprets customer-reported issues, troubleshoots effectively, provides solutions, and documents interactions clearly.
- Supports and assists Level I technicians by providing technical direction and answering questions in team communication channels promptly.
- Assesses customer technical support needs and routes or resolves tickets using documented procedures and available tools.
- Provides technical guidance by identifying problems, researching solutions, following knowledgebase articles, and guiding clients through corrective steps.
- Proactively creates and updates knowledge base articles and documentation.
- Achieves predetermined service and performance goals
- Follows designated workflows and escalation procedures while maximizing support efficiency.
- Participates in Trapp internal meetings and required Trainings
- Maintains a professional image and demonstrates and adheres all Trapp Policies and Procedures
- Other Duties as assigned
Qualifications
- High school diploma required
- CompTIA A + certification required
- 2+ years of technical customer support experience or help desk experience (MSP experience preferred).
- Strong troubleshooting skills with the ability to isolate and resolve issues quickly
- Excellent communication skills, including verbal, written, and active listening abilities
- Ability to compose grammatically correct, concise, and accurate notes
- Ability to thrive in a fast-paced, technically advanced environment
Skills Required
- High school diploma
- CompTIA A+ certification
- 2+ years technical customer support or help desk experience
- MSP (Managed Service Provider) experience
- Strong troubleshooting skills with ability to isolate and resolve issues quickly
- Excellent verbal, written, and active listening communication skills
- Ability to compose grammatically correct, concise, and accurate notes
- Ability to thrive in a fast-paced, technically advanced environment
- Must be located in Greater Phoenix, Arizona (remote position)
- Availability to work Monday-Friday, 10:00 AM-7:00 PM (Arizona)
What We Do
Trapp Technology combines the very best cloud, Internet, IT managed services, and IT consulting to provide a true all-in-one IT solution for small to mid-sized businesses (SMB) who seek to cut IT costs and leverage technology to grow revenues. Trapp services are designed to appeal to the growing number of medium-sized businesses looking to outsource more IT infrastructure and application management services to help reduce total cost of ownership and free up internal resources, as well as those companies seeking the skills and support to quickly complete complex IT projects. Fast, reliable, and redundant Internet service with a 100% uptime guarantee is an equally attractive part of Trapp’s offering.
