Level 2 Support Technician

Perks & Benefits:

• 5 days Working
• Group Medical Insurance
• Professional Development
• No Bars for the Right Candidate

Role & Responsibilities

Position Summary

We are looking for a competent help desk engineer to provide fast and useful technical assistance on computer systems and company-specific applications for a US-based company. The employee will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk support member must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to provide excellent technical assistance to resolve system and application issues for internal teams. The employee will also assist other IT staff with projects and complex tasks.

Essential Functions

1. Serve as the first point of contact for company staff seeking technical assistance over the phone or email
2. Taking ownership of staff issues reported and seeing problems through to resolution
3. Research and identify solutions to software and hardware issues
4. Triage, diagnose, and troubleshoot technical issues, including account setup and network configuration
5. Ask staff targeted questions to quickly understand the root of the problem
6. Track computer system issues through to resolution, within agreed time limits
7. Talk staff through a series of actions, either via phone, email, or chat, until they solved a technical issue
8. Properly escalate unresolved issues to appropriate internal teams
9. Provide prompt and accurate feedback to staff
10. Refer to internal knowledgebase or external resources to provide accurate tech solutions
11. Ensure all issues are properly logged and solutions documented
12. Update knowledgebase as processes, procedures, and best practices change
13. Prioritize and manage several open issues at one time
14. Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Preferred Candidate Profile

Qualifications

1. This position works with Protected Health Information (PHI). Employees must protect this information from disclosure.
2. 0-3 years of professional experience
3. Hands-on experience with Windows environments, Microsoft Teams, JIRA, AWS
4. Working knowledge of office automation products and computer peripherals like printers and scanners
5. Familiarity with remote desktop applications, helpdesk software, and project management platforms.
6. Networking experience
7. Good understanding of computer systems, mobile devices, and other tech products
8. Ability to diagnose and troubleshoot basic technical issues
9. Excellent problem-solving and communication skills
10. Ability to provide step-by-step technical help, both written and verbal

PHYSICAL Requirements

Physical Activities:

1. Ability to continuously sit for extended periods of time.
2. Ability to bend or squat occasionally.
3. Ability to lift up to 10 pounds occasionally.