Tier 2 Technical Support Representative

• Response to tickets escalated from Tier 1
  
• Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
  
• Provide friendly, professional support via phone, email, and on-site.
  
• Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
  
• Collaborate with vendors to resolve issues as necessary
  
• Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution
  

Requirements

• EXCELLENT English communications skills
  
• Must have a BPO experience
  
• Amenable in working on-site
  
• Willing to work on a shifting schedule
  
• 2+ years of experience in an IT Help Desk role
  
• Experience in Office 365 and Active Directory Services
  
• Working knowledge of Windows 7 and 10 and Microsoft Office suite
  
• Basic understanding of Networking
  
• Remote access technologies (VPN terminal services, published apps, etc.)
  
• Preferred experience working with ServiceNow, Salesforce, and VMware
  
• Ability to assist others with complex issues in a professional manner
  
• Ability to manage and prioritize incidents, requests, and tasks
  
• Strong problem analysis and problem-solving skills
  
• Excellent written and verbal communication skills
  
• Resourceful, well organized, highly dependable, efficient and detail-oriented