Technical Support Specialist II
2 weeks ago
The Managed Services Technician II serves as a critical escalation point within our support framework. This role is dedicated to delivering remote technical assistance to users across various levels, addressing a wide range of software and hardware challenges.
Key Responsibilities
1. Diagnose and manage level two technical support inquiries for clients, utilizing remote, telephone, and email communication.
2. Provide solutions to technical questions and resolve user issues effectively.
3. Assist in the coordination and dispatch of field technicians and engineers as required.
4. Collaborate with engineering teams to troubleshoot complex problems when necessary.
5. Contribute to the maintenance of documentation and guidelines for service desk operations.
6. Ensure precise and timely logging of issues and their resolutions in the designated systems.
7. Guarantee that all support tickets are thoroughly documented, including the problem, solution, user details, and satisfaction metrics.
Technical Skills Required
- Proficiency in Active Directory and Azure.
- Understanding of LAN/WAN connectivity.
- Experience with Firewall Configuration, including VPN and port forwarding.
- Knowledge of networking components such as switches, routers, and wireless access points.
- Familiarity with Group Policy Objects.
Microsoft Technologies
- Experience with Intune/Autopilot, Microsoft 365, and Power Automate.
- Proficient in SharePoint.
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