Tier II Service Desk Engineer

HIKINEX

Tier II Service Desk Engineer

Tucson, AZ
Full Time
Paid
  • Responsibilities
    • Position: Tier II Service Desk Engineer
    • Location: Tucson, AZ
    • Compensation: $60,000 - $80,000
    • MSP experience

    Job Overview:

    We seek an experienced Tier II Service Desk Technician with exceptional people skills and a knack for solving technical challenges. This role serves as a key point of contact for our clients, offering high-quality support and ensuring client satisfaction. You will address and resolve intermediate-level technical issues, guide Tier I technicians, and escalate complex issues to Tier III technicians as necessary. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.

    Responsibilities:

    • Provide support for technical issues, troubleshoot hardware and software problems, and resolve issues promptly.

    • Document all interactions, issues, and resolutions in our ticketing system.

    • Communicate effectively with clients, providing updates and following up to ensure top-notch client satisfaction.

    • Conduct regular system maintenance and updates for clients to ensure optimal performance and security.

    • Assist with client onboarding and standardization projects as directed by project leads.

    • Develop and maintain documentation, such as knowledge base articles, to streamline the support process and assist other team members.

    • Facilitate client training sessions on software applications and IT systems to enhance their productivity and understanding.

    • Perform data backup and recovery operations for clients as needed.

    • Participate in regular team meetings to discuss ongoing issues, updates, and team progress.

    • Engage in root cause analysis for recurring issues, developing long-term solutions to minimize their occurrence.

    • Maintain a high level of technical knowledge and skills, keeping up with new industry trends and technologies.

    Our Technology Stack:

    • Helpdesk/Ticketing: HaloPSA

    • Documentation: Hudu

    • RMM: Intune / Immybot

    • Networking: Meraki

    • Email/Calendar/Voice/AD: Microsoft 365

    • Security Cameras: Rhombus

    • Door Access: OpenPath

    Qualifications:

    • 3+ years of experience in an IT service desk role or similar.

    • Prior experience at a managed service provider is critical to understanding the fast-paced nature of the industry.

    • Experience with Microsoft 365, Azure Active Directory, Intune, or other RMM agents.

    • Client-oriented approach with a passion for delivering high-quality customer service.

    • A self-starter who is eager to expand their qualifications.

    • High level of attention to detail.

    • Excellent verbal and written communication skills.

    • IT-related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent).

    Benefits:

    • 401K Company Match – 4%.

    • Health Insurance Premiums 100% Company Paid: United Health Care, Guardian Dental, Guardian Vision, Guardian Life Insurance.

    • PTO - 80 Hours Per Year (Year 1).

    • Company Paid Options for Continued Education, Certifications, and Training.