Senior IT Service Desk Specialist - 2nd Level Support

Unisys; United States; Sur place; USD 52 000 - 70 000; Plein temps

Résumé du poste

Unisys is seeking a skilled IT Service Desk professional to provide Level 2 support for software, hardware, and network issues in a fast-paced environment. You will document all interactions, manage tickets, and communicate resolutions with customers.

The role emphasizes meeting SLA targets, cross-training teammates, and maintaining accurate data in the Service Centre. Prior experience with MS Office/Exchange and network concepts is essential.

Qualifications

• 5+ years of related experience in IT service delivery or service desk environments.
• 12 months - 2 years IT Service Desk experience.
• 2-year experience providing Level 1 support for MS Office, MS Exchange and MS Windows networks.
• Working knowledge of data and voice network concepts.

Responsabilités

• 2nd Level telephone contact support.
• Respond to and resolve customer requests related to software, hardware and network operations difficulties with fast, friendly service.
• Must be logged into the call system to receive HHO's.
• Ability to resolve problems with or without remote tools.
• Document calls and cases accurately and maintain SLA awareness.
• Escalate tickets when on-site support is required and ensure timely follow-up.

Connaissances

MS Office support

MS Exchange

Windows networks

Data and voice networks

2nd Level support

Formation

Associate's degree or equivalent

Relevant IT certifications (ITIL Foundations preferred)

Description du poste

Unisys is seeking a skilled IT Service Desk professional to provide Level 2 support for software, hardware, and network issues in a fast-paced environment. You will document all interactions, manage tickets, and communicate resolutions with customers.

The role emphasizes meeting SLA targets, cross-training teammates, and maintaining accurate data in the Service Centre. Prior experience with MS Office/Exchange and network concepts is essential.