[ref. o60625424] Scalable OS - L3 Senior Service Desk Technician (Permanent Work From Home & Night Shift)
SUMMARY
The L3 Senior Service Desk Technician is responsible for providing remote technical support to users efficiently and accurately. Service Desk Technician II is the front line, and responsible for solving basic and intermediate technical problems.Their objective is to quickly identify and resolve customer technology issues and serve as the Service Desk’s tier 1 escalation point for troubleshooting, as needed.
JOB RESPONSIBILITIES- Service Desk Support
- Answer incoming Service Desk calls and emails.
- Create tickets and collect basic client information such as:
o Company information.
o User.
o Issue.
o Who’s affected.- Perform intermediate Service Desk troubleshooting and support services:
o Password resets.
o Add/Remove O365 licenses.
o Fix broken mapped network drives.
o Add/remove PC user (Local/Domain).
o Operating systems.
o Add printers (Local and Networked).
o Install client-side software.
o Troubleshoot client-side network connections.
o Office 365 troubleshooting
o Setup email on mobile devices.- Perform intermediate Service Desk Troubleshooting
o Restore files.
o Review application issues.
o Identify and address network outages.
o Troubleshoot group policies.
o Troubleshooting site-to-site and point-to-site VPN issues.
o Address network connectivity issues.
o Review server space issues.
o Adding, updating, and maintaining client runbook service information.- Technical Guidance:
o Act as Service Desk tier I escalation point.
o Provide technical guidance and training.
o Supports and facilitates incident management.
o Collaborates with proper stakeholders to oversee service performance and ensures efficient and effective client support.- Client Engagement:
o Interact with clients and address their concerns.
o Collaborate with account management and other stakeholders to improve service delivery and identify potential opportunities.- Other duties, as assigned.
- MSP experience
- A high school diploma or GED equivalent is required.
- Minimum of 5 years of experience in a Service Desk or IT support position.
- Comptia A+, Net+, Sec+ Certifications prefered
- Strong networking knowledge.
- Ability to problem solve and troubleshoot.
- Familiar with Windows Server.
- Excellent verbal and written communication skills.
- Detail-oriented and organized.
- Ability to multitask and excellent time management skills.
- Work as a proactive team member in an office setting.
- Fast-paced learner with 1-2 week training period.
- Working knowledge of Microsoft O365 email and office.
- Working knowledge of Microsoft Windows.
- Ability to work nights and weekends, as determined.
- Should be willing to accept a long-term work-from-home arrangement
- Should be amenable to a permanent night shift schedule