Tier 2 Service Desk Engineer

2 months ago

New York, United States Culture Fits Full time
Job Description:

The Tier 2 Service Desk Engineer is a critical role within a Managed Service Provider (MSP) environment, tasked with providing advanced technical support and serving as an escalation point for the Remote Operations Center (ROC) team. This role involves both reactive and proactive problem-solving, ensuring that client issues are addressed promptly and effectively.
Key Responsibilities:
  1. Handling Tickets:

    • Reactive Issue Management: Address client-submitted issues, monitor alerts, and escalate complex problems to the appropriate departments or external vendors as needed.
    • SLA Compliance: Ensure all work is completed within committed Service Level Agreements.
    • Time and Metrics Reporting: Document all hours spent on issues, regularly update service tickets, and report on individual and team metrics, including ticket statuses, escalation processes, and daily closure rates.
    • Stress Management: Maintain a calm and focused approach in high-pressure situations, prioritizing optimal outcomes for clients.
  2. Technical Proficiency:

    • Advanced Troubleshooting: Demonstrate expertise in diagnosing and resolving complex technical issues across various environments, including Microsoft Windows, Apple products, and advanced networking setups.
    • Software and Systems Knowledge: Maintain proficiency in Microsoft Exchange, G Suite, Azure AD, VOIP systems, and domain configuration.
    • Continuous Learning: Stay current with new applications and technologies relevant to client needs.
  3. Client and Team Interaction:

    • Customer Service: Exhibit excellent communication skills with clients and internal teams, ensuring clear and professional interactions.
    • Mentorship: Train and mentor junior technical associates, fostering a collaborative and educational environment.
    • Problem Identification: Inform management of recurring issues or at-risk clients and propose preventive solutions.
  4. Operational Leadership:

    • Procedure Development: Create and follow detailed checklists and procedures to maintain consistency in service delivery.
    • Meeting Participation: Attend and contribute to cross-departmental meetings, providing updates on individual and team performance.
    • Huddle Leadership: Lead regular team huddles, prepared to discuss metrics and progress.
  5. Time and Project Management:

    • Multitasking: Effectively manage multiple projects simultaneously, ensuring timely and efficient completion.
    • Availability: Be prepared for after-hours and holiday work for escalated tickets, with advance scheduling.
  6. Character Traits:

    • Initiative and Ownership: Demonstrate a proactive, can-do attitude, taking ownership of issues from start to finish.
    • Inquisitiveness and Ingenuity: Show curiosity and resourcefulness in finding solutions, leveraging all available resources.
    • Patience and Foresight: Exhibit patience and foresight, ensuring thorough problem-solving and client satisfaction.
Desired Skills:
  • Advanced Troubleshooting: Ability to identify and resolve complex technical issues.
  • Microsoft and Apple Proficiency: In-depth knowledge of Microsoft Windows operating systems, Apple products, and associated environments.
  • Networking Expertise: Strong understanding of DNS, subnets, switches, firewalls, and VPNs.
  • Communication Skills: Professional communication abilities with clients and team members.
  • Learning Capacity: Ability to research, understand, and implement new technologies and applications.
  • Leadership and Training: Capability to train and mentor junior staff effectively.
  • Time Management: Proficient in managing time and handling multiple projects concurrently.

In summary, the T2 Engineer is a highly skilled technical professional who not only addresses and resolves client issues but also plays a pivotal role in maintaining and improving the overall service delivery process. This position requires a blend of technical expertise, leadership qualities, and excellent customer service skills to ensure the highest level of client satisfaction and operational efficiency.

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