Tier 2 Helpdesk Support

3 days ago


Vancouver, United States edgefi Full time



Tier2 helpdesk support must be experienced and knowledgeable intechnical issues and their solutions. Tier two will work on ticketsescalated from tier 1. This support person will also handleprojects in a team setting with tier one and tier three techs.These projects include new application roll out and migrations aswell as testing software and applications to fit the needs of therequester. You will perform the followingresponsibilities listed.
Responsibilities:
  • Interactwith customers in a professional manner responding to technicalissues.
  • Maintainthe highest level of customersatisfaction.
  • Performgeneral maintenance including software updates server maintenanceand general troubleshooting ofapplications.
  • Performsoftware and installationsremotely.
  • Provideremotetroubleshooting.
  • Networktroubleshooting.
  • Accountcreation and administration in O365/Azure and on PremAD.
  • AdministratingSharePoint OneDrive and Microsoft Teams includingVoice.
  • MicrosoftO365 policy creation androllout.
  • AdministratingGsuite.
  • Developand create documentation and supportmaterial.
  • Completeprojects in a teamenvironment.
  • Completetickets escalated from Tier 1support.

Requirements

RequiredExperience:

  • Adegree in a technology field or 3 years experience in a similarposition.
  • Experiencewith Helpdesk applications(Jira/Confluence/Halo).

MinimumQualifications:

  • Strongknowledge of networks andfirewalls.
  • Proficientknowledge of O365 andGsuite.
  • Abilityto maintain windowsserver.
  • Understandingof Windows registry NTFS permissions andOUs.
  • Understandingof Next Gen Antivirus. (Cylance DefenderATP)
  • Strongcommunication and collaborationskills.
  • Abilityto easily adapt to and learn newtechnologies.
  • Possesspositive professional interpersonalskills.
  • CompTiaACertification
  • MicrosoftMS900Certification

Requiredskills:

  • Excellentcustomer service and phoneskills.
  • Abilityto work in a fastpaced everchangingenvironment.
  • MSPor MultiTenant IT supportexperience.
  • Experiencewith Mac andPC.
  • Experiencewith RMMtools.


Benefits

Benefits:

  • Competitivesalary based on experience andqualifications.
  • 100%health care coverage for employeesincluded.
  • Opportunitiesto take courses to advance certifications paid for byEdge.
  • Funworking environment and supportiveculture.
  • Coffeeand snacks provided in theoffice
  • Paidvacation paid holidays sicktime
  • Teamlunches are provided everyTuesday
  • 5Kannual allowances for training (Manager approvalrequired)
  • 401kwith up to 4%matching


Tier 2 Job Description Tier 2 helpdesk support must be experiencedand knowledgeable in technical issues and their solutions. Tier twowill work on tickets escalated from tier 1. This support personwill also handle projects in a team setting with tier one and tierthree techs. These projects include new application roll out andmigrations as well as testing software and applications to fit theneeds of the requester. You will perform the followingresponsibilities listed. Responsibilities: Interact with customersin a professional manner responding to technical issues. Maintainthe highest level of customer satisfaction. Perform generalmaintenance, including software updates, server maintenance, andgeneral troubleshooting of applications. Perform software andinstallations remotely. Provide remote troubleshooting. Networktroubleshooting. Account creation and administration in O365/Azureand on Prem AD. Administrating SharePoint, OneDrive, and MicrosoftTeams, including Voice. Microsoft O365 policy creation and rollout.Administrating Gsuite. Develop and create documentation and supportmaterial. Complete projects in a team environment. Complete ticketsescalated from Tier 1 support.

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