L2 Helpdesk Engineer

The L2 Helpdesk Engineer is the first point of contact for end-users experiencing technical issues. This role is crucial in providing timely and effective support and ensuring minimal disruption to business operations. The successful candidate will possess strong troubleshooting skills, excellent communication abilities, and a customer-centric approach. They will accurately log, prioritize, and resolve or escalate incidents and service requests according to established procedures.

Incident Management:

• Receive and log incidents and service requests via phone, email, ticketing system, and other communication channels.
  
• Perform initial troubleshooting to identify and resolve common hardware, 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 other specialized teams as needed.
  
• Monitor incident queues and ensure timely response and resolution within defined service level agreements (SLAs).
  
• Provide clear and concise communication to end-users regarding the status of their requests.
  

Service Request Fulfillment:

• Process standard service requests, such as password resets, account unlocks, software installations, and hardware setups.
  
• Follow documented procedures to fulfill service requests efficiently and accurately.
  
• Ensure accurate inventory management of hardware and software assets.
  

Knowledge Management:

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

Customer Service:

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

Hardware/Software Support:

• 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-specific software.
  
• Assist with the setup and configuration of new hardware and software.
  

• ·       At least 3 years of experience in a help desk role
  
• ·       Windows 10/11 and Server Knowledge: knowledge of Windows 10/11 and server is non-negotiable for the role.
  
• ·       Cloud Services (Azure): Experience with cloud services, specifically Azure, is preferred but not a strict requirement
  
• ·       MSP Environment Experience: Experience working in a Managed Service Provider (MSP) environment
  
• ·       Desktop Support and Network Troubleshooting: Candidates should have an extensive background in desktop support and be capable of level 2 network troubleshooting.
  
• ·       Ticketing tools: experience with any ticketing system, such as Auto Task, ServiceNow, or ConnectWise, would be acceptable.
  

• ·       Strong understanding of basic IT concepts, including hardware, software, networking, and operating systems.
  
• ·       Proficiency in troubleshooting common hardware and software issues.
  
• ·       Excellent communication, interpersonal, and customer service skills.
  
• ·       Ability to work independently and as part of a team.
  
• ·       Strong problem-solving and analytical skills.
  
• ·       Ability to prioritize and manage multiple tasks effectively.
  
• ·       A+ or other relevant IT certifications are a plus.
  Skills:
  
• ·       Operating Systems: Windows 10/11, MacOS
  
• ·       Applications: Microsoft 365, common web browsers, 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 and updating ticket information.
  
• ·       Customer Service: Excellent verbal and written communication, active listening, and empathy.
  
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• ·       Should be willing to accept a long-term work-from-home arrangement.
  
• ·       Should be amenable to a permanent night shift schedule.