Support Desk Level 2- Technician

Overview :

The number one goal of every member of the Support Desk is to make our clients exceptionally happy. We are seeking a highly skilled and motivated Support Desk Level 2 technician to join our team.

In this role, you will be responsible for resolving client requests and technical issues independently, providing technical guidance, and escalating complex problems as needed.

This position requires strong technical expertise, problem-solving abilities, and efficient management of diverse support requests.

This position combines technical expertise with a commitment to outstanding customer service, requiring you to resolve client requests, troubleshoot complex technical issues, and provide advanced support when needed.

About the Company :

The Brookfield Group (TBG) is a leader in managed IT services, providing 24 / 7 support, continuous monitoring, and robust cybersecurity.

We focus on managing and optimizing IT infrastructures so businesses can concentrate on their core objectives. With our expertise, we ensure that technology enhances productivity and drives growth.

Key Responsibilities

Customer Service & Technical Support :

• Serve as the first point of contact for customers via phone, email, or ticketing system.
• Independently resolve client requests and technical issues, escalating complex problems when necessary.
• Delight our clients with a friendly, quick, and helpful experience.
• Conduct onsite visits to client locations using company vehicles.
• Participate in on-call rotation and handle after-hours support as needed.

Ticket Management & Documentation :

• Monitor and manage the ticket queue to ensure compliance with SLA requirements.
• Accurately document client requests, resolutions, and track progress to ensure timely follow-up.
• Ensure that tickets are not 'stale' throughout the process, aiming for a 95% or higher resolution rate.

Technical Expertise :

Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.

Team Collaboration :

• Work closely with clients, sales teams, and other engineering professionals to provide top-notch solutions tailored to client needs.
• Follow Standard Operating Procedures (SOPs) for daily / weekly tasks and security procedures.

Qualifications :

• Valid driver's license : proof of automobile insurance.
• Ticket Resolution : Independently resolve client requests and technical issues, providing expert guidance and escalating complex issues when necessary.
• Ticket Queue Management : Monitor and manage the ticket queue to ensure compliance with SLA requirements.
• Technical Expertise : Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.
• Ticket Escalations : Handle escalations from Support Desk Level 1, provide advanced troubleshooting, and ensure clear documentation during the escalation process.
• Customer Interaction : Maintain professional and courteous communication with clients, ensuring clarity and satisfaction.
• Onsite Visits : Conduct onsite visits to client locations using company vehicles.
• On Call : Participate in occasional after-hours support and on-call duties.
• Detail-Oriented and Organizational Skills : Accurately document client requests and resolutions, tracking progress and ensuring timely follow-up.
• Team Support : Assist with Level 1 support desk functions when necessary and perform additional duties as assigned.

Work Environment :

• Fast-paced, dynamic office-based role where quick and efficient ticket resolution is critical.
• Adaptability to changing technologies and client needs is essential.
• Sitting in a stationary / seated position for extended periods.
• Walking in and around customer facilities and lifting heavyweight items such as computers, servers, and network gear.

Salary & Benefits :

• 8 paid holidays and 1 floating holiday per calendar year.
• Medical, Dental, and Vision benefits.
• Retirement savings plan (401k).
• PTO (3 weeks / year).
• A proactive approach to ongoing training, including certification material and exam reimbursement.

FCRA Background Check Disclosure :

It is the hiring policy of The Brookfield Group, LLC to conduct a full background check as a condition of employment.

If you are a dedicated IT professional looking to grow your career in a supportive environment, we encourage you to apply!