Helpdesk Tier 2

TGIPOWER LLC; Boca Raton (FL); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Vision insurance

Life insurance

PTO

401(k)

Job summary

Responsibilities include handling escalated issues from Tier 1, maintaining metrics, and ensuring timely communication with clients. Flexibility for after-hours work and a focus on professional service are essential for success in this position.

Qualifications

• Experience in a high-paced Business IT Support Environment.
• Detail-oriented with strong documentation and time-logging.
• Ability to prioritize multiple tasks and meet deadlines.
• Flexible scheduling for after-hours maintenance and urgent issues.
• Strong customer service orientation and professional demeanor.

Responsibilities

• Support resolution of issues escalated from Tier 1, working directly with users for timely resolution.
• Document and manage initiation, execution, and closing activities for programs/projects and support activities.
• Ensure performance metrics are met or exceeded.
• Maintain proactive communication with customers and team members to mitigate issues.
• Simulate and recreate user issues to diagnose operational problems.
• Recommend system modifications to reduce user problems.
• Escalate complex issues to senior technicians as needed.
• Promote a collaborative, 'one team' approach at all levels.
• Handle multiple priorities with appropriate urgency.

Skills

Communication skills

Troubleshooting skills

Documentation skills

Professional demeanor

Time management

Tools

Active Directory

Exchange & Office 365

Network hardware

Hyper-V/VMware

Group Policy

Job description

Job Title: Helpdesk Tier 2iPower Technologies, a dynamic IT corporation offering comprehensive computer and network support, is currently expanding its team. We are actively seeking a Level 2 Helpdesk Support Professional for an immediate opening, focusing on delivering remote client support over the phone.The ideal candidate will possess relevant experience in a high-paced Business IT Support Environment. A positive attitude, strong customer service orientation, and the ability to effectively follow through on customer requests and support issues are essential. Demonstrating exemplary work ethic, consistent performance, reliability, and punctuality are our top priorities.Candidates should exhibit strong organizational skills, the capacity to prioritize multiple tasks, and the ability to thrive under pressure and tight deadlines. Flexibility in scheduling is required to accommodate project deadlines, urgent issues, and after-hour maintenance calls. Detail-oriented individuals who understand the significance of proper documentation and time logging in a professional services environment will excel in this role.Responsibilities:Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.Ensure performance metrics are met or exceeded.Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.Simulates and recreates user issues to resolve operational difficulties.Recommends system modifications, if required, to reduce user problems.Escalates more complex issues, as appropriate, to senior level technicians.Promote and encourage a “one team” attitude at all levels internally and externally.Extremely Service oriented.Handle multiple priorities and react with appropriate urgency to situations and events that require quick responses.Qualifications:Windows 2008/ 2012/2016/2019 Server, Active Directory User Account Management, Basic Group ad Security Policy ManagementExchange & Office 365 Account AdministrationBasic Network Troubleshooting, Troubleshooting of Internet Connectivity.Network Appliances: Firewalls, Routers, Managed SwitchesAll Desktop Operating Systems: 7, 8, 10 Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & TroubleshootingVirtualization with Microsoft Hyper-V and/or VMWare experience a plusOffice 365 AdministrationMSP (Managed Service Provider) experience2-3 years of IT experienceSkills:Excellent written and verbal communications skills.Excellent troubleshooting skills, able to follow instructions.Strong documentation skills and creating standard operating procedures.Professional demeanorJob Type: Full-timeSalary: $65,000 - $75,000 per yearBenefits: Dental insurance, Health insurance, Vision Insurance, Life Insurance, PTO, and 401(k)Schedule: Monday to FridayWork Location: In-Person: Boca Raton, FLEEO Statement:We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.