Help Desk Support - Level 2

INVAR Technologies is a Premier Microsoft Solution Provider in NYC and we are seeking an experienced Tier 2 Technician to join our growing support team. Successful candidate will be responsible for monitoring, supporting and optimizing our customer’s workstations, printers, VoIP phones and other network devices. We are looking for someone who can solve most workstation issues independently. The ideal candidate will work with other help desk staff and end users directly to help resolve user experience issues.

This is a great role for someone with IT knowledge to get hands-on experience and work in an environment that fosters learning and gives opportunities to those that can show they’re interested in furthering their career.
In this position, you will serve as the main technical interface to the client and have a direct impact on client satisfaction. Therefore, candidates should also have a demonstrated ability to work independently with little supervision and possess a high level of customer service skill. Excellent written and oral communication skills are also crucial, as well as being able to work with technical, non-technical, and executive staff.

Support Role Responsibilities

• Answer all incoming calls and creating a ticket by documenting the reported issue and all prominent details.
• Troubleshoot and provide IT support remotely Microsoft’s core business applications and operating systems
• Provide basic technical support at the network level: WAN and LAN connectivity, switches, firewalls and all connected peripheral devices.
• Independently resolve most issues with Windows 7, 10, network printers and VoIP
• Provide basic support for end users for remote access solution, LogmeIn
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• Keep good notes about what was done and all system changes in the ticketing system and documentation system (IT Glue)
• Communications with customers on-daily basis: keeping them informed of incident progress, notifying them of impending changes, and setting appropriate expectations for resolution times
• Provide friendly, professional support via phone, email and our ticketing system
• Work with the Office 365 admin portal to resolve user issues (password resets, new user creation, license assignment, software installation etc.)
• Collaborate with vendors to resolve issues as necessary
• Train & provide support to client staff on new technology implementations
• Learn new technologies and participate in vendor training and certification programs
• Improve customer service, perception, and satisfaction.
• Escalate service requests that require engineer level support.
• Responsible for entering time and expenses as they occur.

Qualifications

• 2 Years' experience in Tier 2 Support in a MSP environment

• Excellent Verbal and Written English Communication
• Ability to work and be available during 8:30 - 6pm shift EST
• Availability to work after hours and weekends (infrequent & compensated)
• Strong knowledge of Windows 7-10
• Strong knowledge of the MS Office suite
• Understanding of domains, user profiles and how they work
• Understanding of Office 365 admin portal
• Knowledge of VoIP technology
• Strong analytical skills
• A minimum of 5 years of recent experience troubleshooting various technology and user experiences
• Self-motivated and high level of enthusiasm
• Take a personal interest in, and responsibility for quality of work performed
• Ability to pay close attention to detail while dealing with a robust flow of issues
• Ability to articulate technical information clearly and simply to non-technical people

Key Performance Indicators

• Customer Satisfaction Rating
• Quantity & quality of tickets resolved
• Quality & quantity of Technical Documentation created / updated

Job Type: Full-time

Pay: $48,000.00 - $57,600.00 per year

Education:

• Bachelor's (Preferred)

Work Location: One location