Tier 2 Service Desk Specialist – Orlando Onsite

GLOTECH, Inc.; Orlando (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

GLOTECH, Inc. in Orlando, FL is recruiting a Tier 2 Service Desk Technician to handle major incidents and requests for the United Parks & Resorts portfolio. The role includes monitoring, triage, and mentoring Tier 1 staff, with escalations as needed.

Strong AD and SQL scripting knowledge is required, along with a customer-focused approach and on-site availability in Orlando. Weekend and after-hours shifts are expected as part of a 24x7 operation.

Qualifications

• BS degree in computer science or related technical field or a minimum of three years' service desk experience.

Responsibilities

• Receive and document major incidents and requests for United Parks & Resorts locations.
• Monitor SEA systems for hardware failures or performance issues.
• Mentor Tier 1 staff and provide escalation to Tier 3 as required.
• Engage with users by phone or email and log all contacts in the ticketing system.
• Provide desktop support and assist with Microsoft Office products.
• Participate in problem management and knowledge base maintenance.
• Support 24x7 operation with varying shifts, including weekends.

Skills

Customer service

Active Directory

Microsoft SQL scripting

Communication skills

On-call support

Education

BS degree in computer science or related field

Tools

Microsoft Office

Monitoring software

NOC tools

Job description

GLOTECH, Inc. in Orlando, FL is recruiting a Tier 2 Service Desk Technician to handle major incidents and requests for the United Parks & Resorts portfolio. The role includes monitoring, triage, and mentoring Tier 1 staff, with escalations as needed.

Strong AD and SQL scripting knowledge is required, along with a customer-focused approach and on-site availability in Orlando. Weekend and after-hours shifts are expected as part of a 24x7 operation.