Tier II Support Technician

Position : Tier II Support Technician

100% remote

Duration : 12 Months with EXT

• This will be tier 2 support.
• If our helpdesk is not able to fix an issue, it will be sent to this team.
• They would like this role to be right to hire.
• They would prefer someone that will work CST 10.00 to 7.00 pm.
• They would be open to someone on the west coast.

Job Description :

• As an Engineer 1 candidate will be responsible for developing, modifying and implementing elements of technology to solve business problems.
• As an Engineer 1, candidate will also have the opportunity to assist in the design.
• Candidate will work with a team to test, research and investigate technology and assist with the requirements gathering of the solutions.
• Client is looking for a self-starter that will maintain established service level agreements to meet customer expectations and quality standards.
• This engineer position requires strong communication, teamwork, problem solving, analytical / innovative thinking and a customer focused mindset.
• Candidate’s responsibilities will include troubleshooting issues, handling escalations, performing trend analysis, engineering solutions and identifying / implementing process enhancements to reduce / eliminate recurring issues from the environment.
• Candidate will work independently and as part of a team collaborating with internal teams, customers and vendors supporting Teams Direct Routing technology and various endpoint technology.

Required :

• Must be committed to incorporating security into all decisions and daily job responsibilities
• Strong knowledge and proficiency in providing support of the Windows operating system
• Working knowledge of Windows Print, Windows Print Server, and thin clients
• Experience with Microsoft Office 365 cloud and internal environments
• Experience with IT Service Management tools (i.e., ServiceNow, Remedy, SolarWinds, etc.)
• Professional communication abilities, both written and verbal
• Proven technical writing skills
• Ability to work in a fast-paced, high demand and challenging environment
• Investigates, diagnoses, and resolves complex issues without known solutions
• Creates and publishes documentation of knowledge resulting from investigative and support activities for future occurrences
• Leverages own technical expertise, including higher-level engineers, knowledge, and other internal tools to provide the most effective solutions to customer
• issues
• Performs task automation and identifies / implements process improvements
• Maintains established service level agreements to manage customer expectations and quality standards
• Support a flexible work schedule to support our SLAs with our customers and provide occasional after-hours and weekend support

Preferred :

• Bachelor’s degree in computer science, Computer Information Systems, Management Information Systems or commensurate experience
• General understanding of Active Directory (GPO, OU, Groups), Windows Server, and scripting (i.e. command line, PowerShell, etc.) knowledge
• General knowledge of Citrix VDA, VDI and published application environments
• General understanding of Android OS and Mac OS
• Experience with Cisco AnyConnect
• Splunk experience a plus
• Working knowledge of agile methodology using JIRA
• Ability to identify trends and opportunities for improvement using data analytics
• Ability to interpret and visualize data results to create effective dashboards and reporting
7 days ago