L2 Helpdesk Engineer

SUMMARY

The L2 Helpdesk
Engineer is the first point of contact for end-users experiencing technical
issues. This role is crucial in providing timely and effective support and
ensuring minimal disruption to business operations. The successful candidate
will possess strong troubleshooting skills, excellent communication abilities,
and a customer-centric approach. They will accurately log, prioritize, and
resolve or escalate incidents and service requests according to established
procedures.

JOB RESPONSIBILITIES

Incident
Management:

• Receive and log incidents and service requests via phone, email,
  ticketing system, and other communication channels.
  
• Perform initial troubleshooting to identify and resolve common
  hardware, software, and network issues.
  
• Follow established procedures to document all interactions,
  troubleshooting steps, and resolutions in the ticketing system.
  
• Escalate complex or unresolved issues to Level 2 support or other
  specialized teams as needed.
  
• Monitor incident queues and ensure timely response and resolution
  within defined service level agreements (SLAs).
  
• Provide clear and concise
  communication to end-users regarding the status of their requests.
  

Service
Request Fulfillment:

• Process standard service requests, such as password resets, account
  unlocks, software installations, and hardware setups.
  
• Follow documented procedures to fulfill service requests efficiently
  and accurately.
  
• Ensure accurate inventory
  management of hardware and software assets.
  

Knowledge
Management:

• Contribute to the development and maintenance of knowledge base
  articles and troubleshooting guides.
  
• Stay up-to-date with current technologies and best practices.
  
• Share knowledge and best
  practices with other service desk team members.
  

Customer
Service:

• Provide excellent customer service by maintaining a professional and
  courteous demeanor.
  
• Effectively communicate technical information to non-technical
  users.
  
• Manage customer expectations and ensure satisfaction with service
  delivery.
  
• Follow up with users to ensure
  issues are resolved to their satisfaction.
  

Hardware/Software
Support:

• Troubleshoot and resolve issues related to desktops, laptops,
  printers, mobile devices, and peripherals.
  
• Provide support for common operating systems (Windows, macOS),
  productivity applications (Microsoft 365, etc.), and other business-specific
  software.
  
• Assist with the setup and
  configuration of new hardware and software.
  

Requirements

QUALIFICATIONS

• ·       At least 3 years of experience in a help desk role
  
• ·       Windows 10/11 and Server
  Knowledge: knowledge of Windows 10/11
  and server is non-negotiable for the role.
  
• ·       Cloud
  Services (Azure): Experience with cloud
  services, specifically Azure, is preferred but not a strict requirement
  
• ·       MSP
  Environment Experience: Experience working in a
  Managed Service Provider (MSP) environment
  
• ·       Desktop
  Support and Network Troubleshooting:
  Candidates should have an extensive background in desktop support and be
  capable of level 2 network troubleshooting.
  
• ·       Ticketing
  tools: experience with any
  ticketing system, such as Auto Task, ServiceNow, or ConnectWise, would be
  acceptable.
  

• ·       Strong understanding of basic IT concepts,
  including hardware, software, networking, and operating systems.
  
• ·       Proficiency in troubleshooting common hardware
  and software issues.
  
• ·       Excellent communication, interpersonal, and
  customer service skills.
  
• ·       Ability to work independently and as part of a
  team.
  
• ·       Strong problem-solving and analytical skills.
  
• ·       Ability to prioritize and manage multiple tasks
  effectively.
  
• ·       A+ or other relevant IT certifications are a
  plus.
  Skills:
  
• ·       Operating Systems: Windows 10/11, MacOS
  
• ·       Applications: Microsoft 365, common web
  browsers, and other business applications.
  
• ·       Hardware: Desktop/Laptop troubleshooting,
  printer support, mobile device support.
  
• ·       Networking: Basic understanding of TCP/IP, DNS,
  and network connectivity.
  
• ·       Ticketing Systems: Experience with using and
  updating ticket information.
  
• ·       Customer Service: Excellent verbal and written
  communication, active listening, and empathy.
  
•  
  

JOB REQUIREMENTS

• ·       Should be willing to accept a long-term
  work-from-home arrangement.
  
• ·       Should be amenable to a permanent night shift
  schedule.