Service Desk Technician II

ZipRecruiter; King of Prussia (Montgomery County); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Service Desk Technician Level 2 to provide support within a Network Operations Center. This role involves managing support requests, ensuring system access, and maintaining service standards. The ideal candidate will have a Bachelor's degree in IT and extensive experience with Windows and VMware environments.

Qualifications

• 2-4 years' experience in a NOC or equivalent position.
• Strong knowledge of security methodologies and technical solutions.
• Ability to communicate complex technical concepts.

Responsibilities

• Receives and resolves support requests.
• Manages ticket queues and end-user expectations.
• Documents resolutions in the Service Desk Knowledgebase.

Skills

Windows Server Operating Systems

Active Directory

TCP/IP

VMware Virtual Infrastructure

Analytical skills

Problem-solving skills

Customer service skills

Education

Bachelor's degree in Information Technology

Tools

VMware

Cisco UCS

Asigra

CommVault

Nagios

Job description

The Service Desk Technician Level 2 will have extensive experience working within a Network Operations Center environment focusing on the Windows/Linux environment and VMware Virtual Infrastructure in Private Hybrid and/or Public Cloud. Duties will include support, installation, integration, configuration, service ticket creation, client interaction, and day-to-day operations of customer IaaS, DRaaS, Backup-aaS, and Monitoring-aaS environments.

Required Skills

• Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge.
• 2-4 years' experience working in a NOC/Network Administrator or equivalent knowledge position.
• Strong skills and working knowledge of Windows Server Operating Systems (2008 R2/2012/2016), Active Directory, Group Policy, TCP/IP, DHCP, DNS.
• Strong skills and working knowledge of VMware Virtual Infrastructure: vCenter, ESXi, vCOPs, vSAN, vCM, vSphere replication, SRM, vCloud suite.
• Knowledge of various security methodologies and processes, and technical security solutions.
• Strong analytical and problem-solving skills.
• Server hardware knowledge, Cisco UCS experience a plus.
• Various storage technologies: (DAS, SAN, NAS), Netapp experience a plus.
• Enterprise backup solutions: Asigra, CommVault, and equivalent.
• Replication Solutions: Zerto, Doubletake, and equivalent.
• Monitoring Solutions: Opensource monitoring (Nagios/Icinga) and commercial RMM solutions.
• Ability to multi-task, prioritize, and manage time effectively.
• Strong attention and accuracy to detail is important.
• Excellent interpersonal skills and professional demeanor.
• Excellent customer service, verbal, and written communication skills.

Other Requirements

• Ability to continually increase technical knowledge of assigned technologies and domains and demonstrate application of that knowledge. Achieves appropriate certifications and educational advancements.
• Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers.
• Acts in accordance with established guidelines and follows processes and procedures.
• Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement.
• Assists others when needed or necessary to achieve team goals.
• Effectively deals with ambiguity, unexpected events, and changing infrastructure requirements.
• Juggles multiple tasks and activities simultaneously.
• Documentation Skills.
• Handles and manages technical stress.
• Undertakes activities on their own; communicates status appropriately.
• Anticipates activities and projects and keeps informed of technology and industry trends; learns and applies new skills and technologies.
• Sees the bigger picture and articulates multiple solutions to technical problems.
• Ability to bend, reach, walk stairs, and lift and carry up to 30 pounds.
• Scripting (PowerShell, command shell, batch).

Job Responsibilities:

• Receives, prioritizes, responds to, and resolves or escalates support requests.
• Manages support requests and ticket queues within the Service Desk ticketing system.
• Expertly manages end-user expectations throughout the support process.
• Fully documents resolutions in the Service Desk Knowledgebase.
• Provides end-user training as needed and encourages the use of self-help resources.
• Provisions network and system access based on organizational and functional roles, IT department policy, and established security practices.
• Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc., in compliance with established Service Desk Standards.
• Participates in an on-call after-hours rotation.
• Provides on-site support leading up to and during new office go-lives.
• Updates Configuration Item, asset management records, to reflect procurement, assignment, recovery, and retirement of items.
• Assists with VMware implementation designs and administration support.
• Responsible for day-to-day monitoring of alerts, servers, and backup platforms.
• Reviews log reports and alerts.
• Monitors the completion of server backups and DR testing.
• Assists with configuration and implementation of customer projects.
• Provides second level support to clients.