Tier 1 Technician Level 2

Sharp Solutions Inc; Denver (CO); On-site; USD 52,000 - 64,000; Full time

Job summary

Sharp Solutions Inc. is seeking a capable Technical Support Specialist in Denver to manage and troubleshoot incidents across Windows and Apple devices. You will handle tier-2 support via phone, email, and remote tools, escalating where needed and providing on-site support and training as required.

You will support Active Directory, device management, and network connectivity while maintaining strong customer relations and completing ticketing workflows in Footprints or Remedy.

Qualifications

• Enter and manage technical support incidents in a ticketing system.
• Troubleshoot, identify, and resolve problems and escalate when needed.
• Provide on-site support and training as required.

Responsibilities

• Troubleshoot tier 2 issues via phone, email, remote desktop; on-site when necessary.
• Assist end users with Windows 7/10 and Apple devices.

Skills

Remote support

Troubleshooting

Customer service

Tools

Footprints

Remedy

Microsoft Remote Desktop

Bomgar

Active Directory

Job description

REQUIREMENTS AND RESPONSIBILITIES:

• Enter and manage technical support incidents in a ticketing system
• Troubleshoot, identify, and resolve problems and escalating problems to appropriate systems engineers
• Troubleshoot and resolve Tier 2 support issues via phone, email, remote desktop and on site, using remote desktop tools (Microsoft Remote Desktop, Bomgar)
• Resolve issues and maintaining customer contacts according to a specified service level
• Provide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices) and network connectivity
• Maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and training
• Assist end users of applications software operating on Windows 7, Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported
• Assist customers with and resolve routine application questions, all versions of Microsoft Office Suite, Google mail, Calendar and Drive issues
• Install software for laptops and desktops
• Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff
• Add and delete user accounts and maintain groups as required
• Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing system (Footprints, Remedy etc.)
• Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices.
• Perform troubleshooting of local and network printer issues
• Perform manual antivirus scan of desktop/laptop after malicious incident notification
• Test software upgrades provided by the client, provide user upgrade plan, schedule upgrades with users and conduct upgrades
• Notify client of any unresolved user problems, outstanding trouble calls or other areas of concern
• Other duties as assigned.