Tier 2 Support Technician

1 month ago

Seabrook, United States Sparkhound Full time
Job DescriptionJob DescriptionDescription:

As a Tier 2 Technician within our Managed Services division, you will support our clients experiencing IT issues or requiring technical assistance. This position will be 100% onsite at client locations in New Orleans. Your role is pivotal in maintaining high levels of customer satisfaction and loyalty, reflecting our commitment to excellence and adherence to desired service levels. You will be responsible for issue diagnosis, direct resolution where possible, and escalation to higher-level technicians as needed. Your efforts will contribute significantly to our overall service delivery effectiveness and the achievement of our business objectives.


Roles and Responsibilities:

  • Provides technical assistance and a best-in-class experience for all IT requests raised by Clients.
  • Provides phone support and call routing as necessary.
  • Leads onsite at various client locations in New Orleans.
  • Responsibilities include but are not limited to: Hardware (desktops, laptops, mobile devices, printers, multifunction devices, peripherals, and cables) installs, configuration changes, updates/upgrades, and troubleshooting. Software installs, configuration changes, updates/upgrades, and troubleshooting. Resolving service requests and incidents including but not limited to user onboards, offboards, active directory management, spam filter management/training, printer configurations, remote connectivity hardware/software support, password resets, O365 management.
  • Diagnose and troubleshoot network related challenges ranging from Wi-Fi challenges to network outages.
  • Documents time and interactions with end users using Sparkhound’s PSA while following defined standards and processes for opening and triaging tickets, entering time, communicating with client, and updating and closing tickets.
  • Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities to appropriate party to ensure quoting and implementation occurs in a timely manner.
  • Executes recommended fixes, updates, or change controls where appropriate.
  • Follows best practices as defined by vendor, manufacturer, or Sparkhound defined processes.
  • Turning “tribal knowledge” into a repeatable audit ready process for consistent execution of IT operations
  • Works directly with vendors to resolve issues and manage 3rd party applications.
  • Identifies and declares breakdowns within systems and processes.
  • Communicate openly and authentically with internal team and client to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience.
  • Ensures safety and security of client and their data in accordance with required policies and procedures.
  • Attends company, department and individual meetings and trainings as required.
  • Responsible for reporting on defined KPI’s, metrics and goals.
  • Develops and maintains excellent client relationships.
  • Onsite provisioning and deployment of new computers as well as the reprovision of existing computers.
  • Assists, escalates, and consults with other team members as necessary to achieve company defined goals.
  • Communicates with client as required: keeping them informed of ticket progress, notifying them of impending changes or agreed outages, and following up as necessary
  • Respond promptly and professionally with client and fellow team members, keeping commitments or resetting expectations when necessary.
  • Required to be in the On-Call Rotation in support of 24/7 client emergencies
Requirements:
  • Proficient in information technology regarding both hardware and software
  • Proficient with Microsoft desktop operating systems Windows 7, 8, 10 and 11
  • Skilled in configuring, deploying, and maintaining laptops and workstations; capable of efficiently setting up peripheral devices and software, ensuring optimal workstation performance for all users
  • Experience with Microsoft server operating systems, specifically Server 2012, 2016, and 2019
  • Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
  • Understanding of file security management, shared drives, network drives, and their security permissions.
  • Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD.

Nice to Have Skills:

  • Experience with legal business software (iManage, Coyote, etc.)

Other non-negotiables:

  • Excellent customer service skills; compassionate and understanding. Ability to express both sympathy and empathy towards client.
  • Must be a self-starter who is able to stay driven and motivated with little supervision while working at a consistent pace.
  • Team Builder - Balances team and individual responsibilities; works well in team environment.
  • Analytical Skills - Ability to use thinking and reasoning to solve a problem.

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