What are the responsibilities and job description for the Tier 2 Service Desk position at Tek Systems?
Description:
Provide frontline support of technology services to both internal and external customers.
Monitor, mitigate, identify, troubleshoot, document, and correct issues related to cybersecurity, networking, systems, and other technology services within the ITIL framework.
Respond within SLA to telephone calls, emails, and incidents for technology related service requests.
Create FAQs, knowledge base articles, and other support documents based on feedback from customers, as requested by internal users, or as needed by technology services.
Provide technology training to staff upon onboarding, as needed, or upon request.
Maintain records of support requests, assets, and software.
Mentor and promote professional growth within the Service Desk team.
Works with the Service Desk Manager to maintain process efficiencies within the Service Desk.
Ensures that Service Desk Incident Management SLAs and SLOs are met with a high level of success.
Assist the Service Desk Manager in managing Technology Services related procurement.
Assist the Service Desk Manager in maintaining Service Desk metrics and KPIs.
Perform other position-related duties as assigned by the Service Desk Manager or Director of Enterprise Infrastructure.
Skills:
Phone, Support
Top Skills Details:
Phone, Support
Additional Skills & Qualifications:
Customer service is key here. They will be taking calls from clients and they need to give them world class service.
Working knowledge of current systems software, protocols, and standards, including DHCP, DNS, TCP/IP, and Active Directory.
Working knowledge of cybersecurity concepts.
Strong knowledge of local area network and VoIP systems administration.
Process driven with high attention to detail and excellent follow through skills.
Demonstrate experience with Windows systems installation, maintenance and troubleshooting.
Advanced level troubleshooting of hardware, networking and software related issues.
Ability to effectively obtain, share, analyze and convey information.
Ability to collaborate with peers, managers and clients.
Technical competency in CPI's core technologies: Cloud, Windows Server/ Desktop, Palo Alto, Cisco and Meraki networking.
Outstanding oral, written technical and non-technical communication skills, including the ability to interact with varying business and technology groups, as well as a keen attention to detail.
Must have good interpersonal communication and organizational skills to work with clients and manage critical issues.
Expectation of ongoing, active learning and skill growth in key technology areas including cybersecurity, cloud, Office 365, voice & video systems, and networking.
Excellent teambuilding skills with the ability to attract, develop, and retain a high-performing team.
Outstanding leadership skills with the ability to delegate responsibilities and authority effectively and to encourage individuals to decide how they will accomplish their goals and resolve issues.
Well-developed interpersonal skills, negotiation, writing, speaking, and listening skills.
Strong business acumen and strategic thinking ability.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Salary : $25 - $28
