Senior Service Desk Technician: Escalations & Field Support

Industry Analysts, Inc.; Madison (AL); On-site; USD 52,000 - 68,000; Full time

Job summary

Industry Analysts, Inc. is seeking an Advanced Service Desk Technician to act as a tier-2 resource for escalated issues that require deeper knowledge. The role includes coordinating with vendors and facilitating calls with third parties, with deployments to field service environments.

The candidate should be prepared to assist other support tiers as time allows and to participate in on-site field service activities as needed.

Qualifications

• Experience handling escalated service issues requiring advanced knowledge.
• Ability to coordinate with external vendors and third parties.
• Willingness to support other tiers of technical support as needed.

Responsibilities

• Act as a tier-2 resource for escalated service issues requiring more advanced knowledge or longer resolution times.
• Coordinate with vendors as needed by our clients and facilitate scheduled calls with third parties.
• Deploy to field service calls and support field engineers on-site as required.
• Help other support tiers as time allows and requested.

Skills

Tier-2 support

Vendor coordination

Field service readiness

Job description

Industry Analysts, Inc. is seeking an Advanced Service Desk Technician to act as a tier-2 resource for escalated issues that require deeper knowledge. The role includes coordinating with vendors and facilitating calls with third parties, with deployments to field service environments.

The candidate should be prepared to assist other support tiers as time allows and to participate in on-site field service activities as needed.