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Helpdesk Technician Tier II

Date Posted: 9/5/2017

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Job Description

Support Technician II

Key Accountabilities:
The Support Technician II is responsible for providing tier 2 and 3 level technical support to approximately 80 clients by resolving on average 10 to 15 customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. You will be empowered to leverage our ticketing platform and dashboards to manage your ticket que and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service oriented support, possess knowledge across a wide range of technical topics and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.
 
Essential Knowledge, Skills, and Competencies
To successfully perform in this role, an individual must consistently demonstrate the following abilities:
 
Purpose Driven

  • Superior ability to diagnose individual and client ecosystem issues by asking questions, listening to understand and identifying the client's issue(s).
  • Demonstrate and communicate a tenacious commitment to resolving the issue through attentiveness and patience.
  • Proactively anticipate client needs by thinking '10 steps ahead': diagnose 'root causes' versus treating symptoms and anticipate the impact to additional processes and/or systems.
  • Embody our brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.

 
Personalized Support
  • Develop an in-depth knowledge base of your client's technical infrastructure ecosystem, culture and communication preferences.  
  • Keep customers informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with their culture and communication preferences.
  • Maintain client specific documentation in the systems according to standards and specifications.
  • Handle surprises by acting cool under pressure and use positive language to de-escalate situations.

 
Tenacious Execution
  • Respect the client's time and that of your team by efficiently exploring solutions and escalating when appropriate.
  • Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
  • Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
  • Flourish in a fast paced, deadline driven environment with teammates who are results oriented and fast thinkers.
  • Seek to overcome challenges and accept failure as an opportunity for improvement.

 
Technical Knowledge & Skills
  • This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:
  • Remote desktop support
  • Windows Server (all versions)
  • Various server environments
  • Microsoft SQL
  • Enterprise level network architecture
  • Complex LAN/WAN environments
  • Disaster recovery solutions
  • Backup solutions and applications (Appassure, Veeam, etc.)
  • Load balancing technologies
  • VPN technologies
  • Network security (Cisco, SonicWall, PFSense, etc.)
  • Virtualization technologies (VMWare, Hyper-V, etc.)
  • Microsoft Exchange / Hosted Exchange
  • Various operating systems (Linux, MacOS, Windows)
  • Encryption technologies (Bitlocker, Symantec, etc.)
  • Active Directory
  • Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
  • Desktop applications
  • Networking and configurations (Switching, routing, firewalls)

Job Requirements

Support Technician II

Key Accountabilities:
The Support Technician II is responsible for providing tier 2 and 3 level technical support to approximately 80 clients by resolving on average 10 to 15 customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. You will be empowered to leverage Integriteks ticketing platform and dashboards to manage your ticket que and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service oriented support, possess knowledge across a wide range of technical topics and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.

Essential Knowledge, Skills, and Competencies
To successfully perform in this role, an individual must consistently demonstrate the following abilities:

Purpose Driven
Superior ability to diagnose individual and client ecosystem issues by asking questions, listening to understand and identifying the clients issue(s).
Demonstrate and communicate a tenacious commitment to resolving the issue through attentiveness and patience.
Proactively anticipate client needs by thinking 10 steps ahead: diagnose root causes versus treating symptoms and anticipate the impact to additional processes and/or systems.
Embody the Integritek brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.

Personalized Support
Develop an in-depth knowledge base of your clients technical infrastructure ecosystem, culture and communication preferences.
Keep customers informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with their culture and communication preferences.
Maintain client specific documentation in Integriteks systems according to standards and specifications.
Handle surprises by acting cool under pressure and use positive language to de-escalate situations.

Tenacious Execution
Respect the clients time and that of your team by efficiently exploring solutions and escalating when appropriate.
Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
Flourish in a fast paced, deadline driven environment with teammates who are results oriented and fast thinkers.
Seek to overcome challenges and accept failure as an opportunity for improvement.

Technical Knowledge & Skills
This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:
Remote desktop support
Windows Server (all versions)
Various server environments
Microsoft SQL
Enterprise level network architecture
Complex LAN/WAN environments
Disaster recovery solutions
Backup solutions and applications (Appassure, Veeam, etc.)
Load balancing technologies
VPN technologies
Network security (Cisco, SonicWall, PFSense, etc.)
Virtualization technologies (VMWare, Hyper-V, etc.)
Microsoft Exchange / Hosted Exchange
Various operating systems (Linux, MacOS, Windows)
Encryption technologies (Bitlocker, Symantec, etc.)
Active Directory
Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
Desktop applications
Networking and configurations (Switching, rout
Posted By: jeperez@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Austin, TX
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:9/5/2017
  • Contact: Jessica Perez (972) 638-5493
  • Pay Range: $45,000.00 - $50,000.00 Annually
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Job Reference: JO-1708-8535