Tier 2 Helpdesk Engineer

5 days ago


Ann Arbor, Michigan, United States Bayone Full time

Job Overview

Bayone, a leading provider of innovative solutions, is seeking a skilled Tier 2 Helpdesk Engineer to join our team. As a key member of our IT department, you will play a critical role in delivering exceptional technical support to our end-users.

About the Role

This is an exciting opportunity for a motivated and experienced professional to work with our cutting-edge technology infrastructure. As a Tier 2 Helpdesk Engineer, you will be responsible for providing advanced technical support to our employees, including troubleshooting complex issues, resolving network problems, and ensuring seamless operation of our systems.

Your Key Responsibilities

  • Provide expert-level technical support to end-users through various channels, including phone, email, and chat;
  • Own the IT employee onboarding process, ensuring a smooth and efficient experience for new hires;
  • Manage a fleet of computers, including MacOS, Ubuntu, and Windows devices, and their associated management platforms;
  • Support the Okta Identity Provider, managing groups, applications, and access controls;
  • Take ownership of SaaS platform administration, implementing secure and scalable solutions for various teams;
  • Occasionally travel to support new and existing site locations, deploying network and storage infrastructure;
  • Participate in on-call and incident response as needed;
  • Document systems, knowledge, and processes for end-users in Confluence.

Requirements

  • A minimum of 5 years of professional experience in IT support, with exposure to networking and system administration;
  • Proven expertise in MacOS and Windows operating systems, with strong familiarity with Ubuntu Linux distributions;
  • Intermediate knowledge and understanding of networking principles and protocols;
  • Working knowledge of change management best practices;
  • Independence and practical experience with defining specifications and executing them;
  • A demonstrated ability to positively interact with customers, providing a friendly and welcoming environment for supporting employees and end-users.

Salary Range

The estimated salary for this position is $85,000 - $110,000 per year, depending on qualifications and experience.



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