Level 2 Helpdesk

Winston Salem, NC 27101

Posted: 06/03/2019 Employment Type: Permanent Industry: IT Job Number: 1320 Pay Rate: Negotiable

Lighthouse Technology Services is seeking Helpdesk Level 2 Consultants in Winston-Salem, NC for a direct hire role.

 

The Service Desk provides 24/7 support to end users. This is a fast paced environment that requires exceptional customer service skills.The Service Desk Level 2 Engineer directly reports to the Service Desk Manager.The Level 2 Engineer is responsible for taking ownership of customer problems and works with a sense of urgency to resolve incidents and requests. Communicates status of progress to the customer and provides timely updates. This engineer should have significant technical knowledge to serve as a resource for L1 and other L2 Engineers.

Core Responsibilities:

  • Ability to work in a team environment and motivated to help maintain high team morale
  • This position is responsible for creating and maintaining documentation of processes and procedures and submitting to Team Leads and Manager for approval. This documentation is to be used by team members for the operational standards of daily work.
  • Document processes, procedures and escalation information related to support activities.
  • Ensure that all incidents and requests are logged and tracked in the ticketing system correctly and accurately.
  • Troubleshoot technical issues using personal skillset, SOPs, vendor literature and communicate with team members.
  • Identify outages and major incidents at or during the time of their occurrence. Notify necessary stakeholders and document all troubleshooting steps and relevant information needed until resolution.
  • Interaction and follow ups with vendors and client stakeholders on any critical incidents and/or service requests
  • Ensure proper escalation to designated contacts and facilitate any necessary knowledge transfer for incidents, service requests and knowledgebase
  • Ability to multitask and autonomously making outgoing calls, receiving incoming calls, working remote sessions and completing tickets submitted through multiple channels and meet deadlines in a timely fashion
  • Meet and/or exceed the Local and Global KPI requirements that are assigned by management
  • Work with other Engineers to meet and/or exceed the Local and Global KPI requirements that are assigned by management.

Skills & Knowledge:

  • Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Including but not limited to desktops, laptops, mobile devices, Windows OS, MAC, printers/scanners, TCP/IP, WIFI, remote server access, Active Directory, VPN, Microsoft Office Suites…etc.
  • Experience installing and imaging new computers and loading of appropriate software for customers remotely or through various forms of scripting and automation tools.
  • Basic understanding of scripting and automation.
  • Installing printers and other peripherals remotely and troubleshooting their connectivity to local devices using remote support tools.
  • Working knowledge of cloud software solutions, i.e. Office365, Gsuite, AWS.
  • Experience with remote support tools and troubleshooting environments remotely. Tools include but not limited to LogMeIn Rescue, Bomgar, Teamviewer, Screenconnect, Premium Remote Control etc.
  • Migrating Data and user profiles through the use of remote support tools

Minimum Education or Relevant Experience:

  • Two or four year degree in Computer Science or equivalent technical training
  • Demonstrated customer service skills
  • Experience in an enterprise level environment with high call volume, SLA’s and high ticket volume
  • Minimum of 3 years in IT customer support
  • Certifications that are beneficial but not required: A+, Net+, MTA, MCSA, MCSE, MOS

Drug testing and/or other employment related inquiries may be conducted

All interested individuals MUST be able to work on a W2 Tax basis (no C2C or 3rd Party Vendors)

Lighthouse is an E-Verify Company

 

Minimum Education or Relevant Experience:

  • Two or four year degree in Computer Science or equivalent technical training
  • Demonstrated customer service skills
  • Experience in an enterprise level environment with high call volume, SLA’s and high ticket volume
  • Minimum of 3 years in IT customer support
  • Certifications that are beneficial but not required: A+, Net+, MTA, MCSA, MCSE, MOS

Send an email reminder to:

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.