Junior Enterprise Support Technician - Tier 2

International Executive Service Corps; Alexandria (VA); Remote; USD 45,000; Full time

Job summary

An innovative organization is seeking Junior Tier 2 Enterprise Support Techs to join their dynamic team. In this role, you will be pivotal in addressing complex customer issues through effective troubleshooting and support. Your expertise will contribute to improving team processes and efficiency while providing exceptional service to a large user base. This remote position requires you to be within driving distance of Alexandria, VA, ensuring you can provide on-site support when needed. If you are passionate about technology and customer service, this is an exciting opportunity to grow your career in a supportive environment.

Qualifications

• Minimum 2 years in computer field, 1 year in help-desk area.
• Experience in high-volume call-center with Tier 2 support.

Responsibilities

• Investigate and troubleshoot Tier 1 to Tier 3 technical issues.
• Perform remote investigations and apply advanced troubleshooting.

Skills

Troubleshooting

Customer Service

Microsoft Windows 10

Active Directory

ITIL Concepts

Education

Bachelor’s degree in Computer Science

Tools

Service Now

Job description

KeyLogic is actively seeking several Junior Tier 2 Enterprise Support Techs who must be organized, logical, and understand how to quickly resolve or enact necessary changes to address customer issues and requests. Our customers rely on these technicians to work through complicated and complex matters that are reported to the Service Desk and escalated from other technical support areas.

NOTE: Remote but must live within driving distance to Alexandria, VA.

JOB DUTIES:

• Investigate and troubleshoot Tier 1, Tier 2 and Tier 3 level technical issues reported to SMP queues, email and walkup, utilizing available knowledge and approved remediation tools
• Perform remote investigations, apply advanced troubleshooting and resolution of enterprise-wide issues, specific root causes, and report on technical information
• Contribute to team process, troubleshooting and efficiency improvements
• Participate in special project assignments, and commit support coverage and backup roles
• Provide on-site, in-person support when requested or required to do so
• Additional support responsibilities and duties to be assigned based on business need

REQUIRED EXPERIENCE:

• Minimum of 2 years of work experience in the computer field, with a minimum of 1 year in a help-desk area, to include the following:
  1 year of uninterrupted, high-volume; 5,000+ user Call-Center, with Tier 2 or higher experience
  1 year of practical hands-on experience with the following: Microsoft Windows 10, Active Directory, RSA FOB, Permissions/Shares, and Drive Mappings
  Understanding of ITIL concepts, Service Desk, and Service Now (SMP) operational processes (or similar ticketing services)

DESIRED EDUCATION & CERTIFICATIONS:

Bachelor’s degree in Computer Science (or related technical field), related work experience and one or more of the following in active status: Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent.

SALARY RANGE: 45K