The Role
The Level 2 Helpdesk Technician prioritizes and resolves technical issues for end users across various platforms, ensuring effective customer service and documentation of solutions.
Summary Generated by Built In
SUMMARY
Technician II should be able to prioritize technical issues, manage assigned tasks, and
document time spent and resolutions while demonstrating patience to describe
causes and solutions to end users. Ideal candidates should be very organized and able
to switch and resume tasks as required. In addition, the candidate should have good
verbal and written communication capabilities and the ability to thrive in an
expanding team environment.
Provides support to end users for computer, application, system, device, access, and
hardware issues. Identifies, researches, and resolves technical problems of moderate
complexity. Responds to telephone, email, and online requests for technical support.
Documents, tracks, and monitors the problem using applicable systems and tools.
May coordinate with other teams or departments to resolve user problems. Typically
reports to Supervisor or Manager.
JOB REQUIREMENTS
- 3+ years of helpdesk/field-onsite technical support experience providing a
complete network to end-point support services to small and medium-sized
businesses
- Experience with all Microsoft technologies, including client operating systems,
server operating systems, Exchange, Terminal Services and Small Business
Server, Office 365, One Drive, and SharePoint
- Experience with Active Directory and new user creation
- Ability to install, upgrade and troubleshoot Windows 7 and Windows 10
operating systems in domain and workgroup environments, including user/PC
migrations, applications, and hardware replacement/troubleshooting: highly
experienced with Linux Operating Systems (Debian, Ubuntu, FreeBSD, CentOS,
etc.)
- Experience with wired/wireless networks and basic networking protocols,
including DNS, DHCP, VPNs, WAN/LAN TCP/IP
- Experience with Telephony VoIP technologies (FreeSWITCH, Yealink,
Grandstream, Fanvil). Must know how to troubleshoot these technologies using
industry toolsets (Wireshark, PCap, etc.)
- Experience with ISP circuits, firewalls (Fortinet, Ubiquiti, pfSense)
- Experience with security software for virus protection, spyware, malware, and
spam
- Experience supporting mobile devices
- Experience with IT support delivery through remote support tools
- Ability to come up to speed on new technologies quickly
- Dispatcher and Helpdesk Escalation resource
CORE COMPETENCIES AND SKILLS:
- Customer Service
- Telephone Skills/Etiquette
- Office 365
- Computer Troubleshooting
- End-User Training
- Help Desk / Desktop Support
- Issue Resolution
- Mobile Device Support
- Password Resets
- Technical Troubleshooting
- User Guides
- General Office Software
- IT Help Desk Software – ConnectWise
- Operating System
CUSTOMER SERVICE REQUIREMENTS:
- A strong client service focus and the ability to manage customer expectations
- Excellent verbal/written communication, people, and presentation skills
- Projects a professional and customer-service-oriented attitude
- Ability to assess technology needs/requirements and develop solutions to meet
them
- Can handle pressure and client demands effectively
QUALIFICATIONS
- Desktop Support: 3+ years (Required)
- Windows Server support: 3+ years (Preferred)
- MSP (Managed Services Provider) Experience: 2+ years (Preferred)
- Technical support in a production IT environment(s), preferably in multi-site
environments: 2+ years (Preferred)
- Mac, Kaseya, ConnectWise, Fortinet, pfSense, Unifi, FreeSWITCH experience a
plus
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
Skills Required
- 3+ years of helpdesk/field-onsite technical support experience
- Experience with Microsoft technologies, including client operating systems and Office 365
- Ability to install, upgrade and troubleshoot Windows and Linux operating systems
- Experience with networking protocols including DNS, DHCP, and VPNs
- Experience with Telephony VoIP technologies
- Experience supporting mobile devices
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The Company
What We Do
ScalableOS is an expert offshoring company that connects growth-focused businesses with exceptional global talent, providing tailored offshore staffing solutions to enhance business efficiency and drive growth.
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