Service Desk Technician

2 days ago


Orlando, Florida, United States GLOTECH, Inc. Full time
Tier 2 Service Desk Technician

GLOTECH, Inc. is a leading provider of information technology and advanced engineering services. We are seeking a highly skilled Tier 2 Service Desk Technician to join our team in Orlando, Florida.

Job Summary

The Tier 2 Service Desk Technician will be responsible for receiving and documenting major incident and request management issues supporting United Parks & Resorts. The successful candidate will have a strong background in technical support and be able to provide exceptional customer service to our internal customers.

Key Responsibilities
  • Monitor SEA systems for equipment failure, errors in performance, or hardware failures
  • Provide mentorship of TIER 1 personnel and communicate with the user population via telephone or email
  • Create, add to, or modify the issue or request in the service management system
  • Conduct Level II and some Level III triage and escalate to TIER 3 as required in accordance with established Service Level Agreements
  • Provide project support, configuration management, and application monitoring support as required
  • Participate in problem management operations and provide desktop support and assistance with Microsoft Office products
  • Initiate appropriate responses to passive and active network and enterprise monitoring
Requirements
  • BS degree in computer science or related technical field or a minimum of three years' experience in a service desk or help desk environment
  • Microsoft certifications are a plus
  • Positive customer service orientation in potentially high-stress scenarios
  • Significant knowledge of Active Directory required
  • Knowledge of Microsoft SQL scripting preferred
  • Availability to cover on-call rotation one or two weeks a month
  • Experience working in a NOC and proactively monitoring software and hardware systems is a plus
About GLOTECH, Inc.

GLOTECH, Inc. is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.



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