It Service Desk L2 L3 Support Technician

WizeHire, Inc; Austin (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

WizeHire, Inc in Austin, TX is seeking a full-time Service Desk Level 2/3 Support Technician to join a locally owned MSP. The role focuses on day-to-day end-user support with emphasis on customer service and issue resolution across Microsoft 365, Azure Virtual Desktop, Windows, Mac OS and Google Workspace.

You will handle escalated tickets, document solutions in our ticketing and knowledge base systems, and engage with customers’ end users to resolve issues.

Qualifications

• Based in the Austin, TX metro area.
• Full-time Service Desk Level 2/3 role in a local MSP.
• Strong customer service and escalated end-user support.

Responsibilities

• Provide advanced / escalated end-user support.
• Document solutions in ticketing and knowledge base systems.
• Engage with customers' end users to resolve issues.

Skills

Customer service

End-user support

Microsoft 365

Azure Virtual Desktop

Windows

Mac OS

Google Workspace

Job description

A locally owned, Austin-based IT Managed Service Provider (MSP) is seeking a full-time Service Desk Level 2 / Level 3 Support Technician. Candidates must have very strong customer service skills, in addition to competence in providing advanced / escalated end-user support with Microsoft 365, Microsoft Azure Virtual Desktop, Microsoft Windows, Mac OS, Google Workspace, and modern business application technologies.

Role Overview

This is a traditional IT helpdesk / ticket-queue position focused on day-to-day end-user support. Our customer base is growing. This role is to expand our service desk team with someone who can immediately engage with our customers' end users to resolve support issues and effectively document solutions in our support ticket and knowledge base systems.

Candidates must be based in the Austin, TX metro area. Our service desk team primarily works from home offices. They are occasionally dispatched to customer sites in the greater Austin area, and occasionally work on computer hardware in our office in northwest Austin.