i-Tech Support

i-Tech Support

Helpdesk Technician Level 2

Orlando, FL · Full-time

Sponsorship not specifiedDetected 20 days ago
AWSAzureLinuxProcess ImprovementCustomer SupportSystems EngineeringTCP/IPCommunicationCollaborationProblem SolvingMentoringAdaptabilityOrganizational Skills

About the role

  • Technical Expertise: Serve as a subject matter expert (SME) for specific applications, systems, or technologies.
  • Knowledge Base and Documentation: Contribute to the creation and maintenance of the knowledge base by documenting known issues, resolutions, and troubleshooting procedures.

Responsibilities

  • Resolve complex technical issues escalated from Tier 1 support by utilizing in-depth technical knowledge, troubleshooting methodologies, and problem-solving skills.
  • Analyze symptoms, identify root causes, and implement appropriate solutions.
  • Take ownership of escalated incidents and manage them through to resolution within defined service level agreements (SLAs).
  • Collaborate with other IT teams and vendors as necessary to expedite incident resolution.
  • Ensure accurate and up-to-date documentation to facilitate efficient issue resolution by Tier 1 support and self-service support for end-users.
  • Collaborate with other teams to implement preventive measures and recommend process improvements to minimize future incidents.
  • Assist in training and mentoring new Tier 2 support staff, sharing knowledge, best practices, and technical expertise to enhance the overall capabilities of the team.
  • Tier 2 support involves analyzing data, logs, and system information to diagnose and troubleshoot complex issues.
  • Tier 2 support is customer-facing, and a strong customer service orientation is important.
  • Helpdesk staff should maintain a positive and helpful demeanor, ensuring prompt and effective support.

Requirements

  • Must be located in
  • Your role requires in-depth technical knowledge, strong problem-solving skills, and the ability to handle escalated user issues.
  • Active listening ensures accurate issue comprehension and enhances the ability to provide targeted solutions.
  • They should possess strong interpersonal skills and the ability to work effectively in a team environment.
  • Experience in configuration and administration of hypervisor-based virtualization technology (e.g., Hyper-V, VMware, VDI).
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • While performing the duties of this job, the employee is constantly required to sit and use hands to type and operate computer and mouse.
  • The employee is frequently required to talk, hear, bend and twist neck.
  • The employee may be required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
  • The employee is required to have a valid driver's license and be capable of driving long distances.

Nice to have

  • & SKILLS Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • In-depth knowledge of operating systems, network protocols, software applications, and hardware components.
  • Familiarity with ITIL best practices and incident management processes.
  • Excellent communication skills, both verbal and written, with the ability to convey technical concepts to both technical and non-technical stakeholders.
  • Ability to work well in a team environment, collaborating with cross-functional teams to resolve issues.
  • Relevant certifications (e.g., CompTIA N+, Microsoft Certified Administrator Associate) are a plus.

Skills

  • Serve as a subject matter expert (SME) for specific applications, systems, or technologies.
  • Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to the supported environment.
  • Strong technical expertise enables them to provide accurate and efficient solutions to complex issues.

Benefits

  • Specific vision abilities required by this job include close vision and distance vision.
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This listing is sourced directly from i-Tech Support's careers page and normalized into a canonical job model.