L2 Helpdesk Engineer

Job Description:

  • Receive and log incidents and service requests via phone, email, ticketing system, and other communication channels.
  • Perform initial troubleshooting to identify and resolve common hardware, software, and network issues.
  • Follow established procedures to document all interactions, troubleshooting steps, and resolutions in the ticketing system.
  • Escalate complex or unresolved issues to Level 2 support or other specialized teams as needed.
  • Monitor incident queues and ensure timely response and resolution within defined service level agreements (SLAs).
  • Provide clear and concise communication to end-users regarding the status of their requests.
  • Process standard service requests, such as password resets, account unlocks, software installations, and hardware setups.
  • Follow documented procedures to fulfill service requests efficiently and accurately.
  • Ensure accurate inventory management of hardware and software assets.
  • Contribute to the development and maintenance of knowledge base articles and troubleshooting guides.
  • Stay up-to-date with current technologies and best practices.
  • Provide excellent customer service by maintaining a professional and courteous demeanor.
  • Manage customer expectations and ensure satisfaction with service delivery.
  • Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals.

Requirements:

  • At least 3 years of experience in a help desk role
  • Windows 10/11 and Server Knowledge: knowledge of Windows 10/11 and server is non-negotiable for the role.
  • Cloud Services (Azure): Experience with cloud services, specifically Azure, is preferred but not a strict requirement
  • MSP Environment Experience: Experience working in a Managed Service Provider (MSP) environment
  • Desktop Support and Network Troubleshooting: Candidates should have an extensive background in desktop support and be capable of level 2 network troubleshooting.
  • Ticketing tools: experience with any ticketing system, such as Auto Task, ServiceNow, or ConnectWise, would be acceptable.
  • Strong understanding of basic IT concepts, including hardware, software, networking, and operating systems.
  • Proficiency in troubleshooting common hardware and software issues.
  • Excellent communication, interpersonal, and customer service skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • Ability to prioritize and manage multiple tasks effectively.
  • A+ or other relevant IT certifications are a plus.

Benefits:

  • Health insurance
  • Long-term work-from-home arrangement
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