Help desk tier 2 Full-Time

Primary Responsibilities

Provide on-call technical and operational support to onsite and instore technicians.
Assist users with resolving trouble tickets assigned to Level 2 and record all actions in Remedy to ensure trends can be tracked and corrected.
Assist clients where needed
Coaching and assisting Tier 1 or technicians and providing feedbacks on their calls
Provide daily, weekly and monthly reports to their respective Managers
Creating and managing Service Requests and Incidents through a ticketing system
Answering inbound service calls and ensuring minimal abandoned calls
Be an escalation point to support our Tier 1 team
Writing IT technical documentation (how-to and troubleshooting guides for both internal and customer use)
On-call rotation for emergent situations, we provide competitive compensation for on-call time and rotations.
Advanced troubleshooting and administration of Windows-based applications, operating systems
Thorough knowledge on how to assist with multiple email provider protocols
Monitoring the Network and creating incidents and email or call end clients or users and assign them to communicate with the users
Qualified candidates will have:

An Associate’s degree, or equivalent years of experience working in the related technical field.
4-5 years of related work experience.
CompTIA A+, Network + and Security+ certification.
Thorough Knowledge of O365 products and provide technical assistance
Experience administering Windows desktops and servers.
Experience with Unix systems, including Linux.
Excellent communication skills and the ability to develop and present ideas and results in oral and written format.
The ability to apply their expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
The ability to show latitude in developing methodology and presenting solutions to problems.
The ability to contribute to deliverables and performance metrics where applicable.
Excellent technical and communication skills for this important position.
Industry IT Certifications (Microsoft, CompTIA, Cisco)
Technical expertise with technologies such as Azure, AWS, Cisco Networking, Windows Desktop, Windows Server, Microsoft Office Applications, iOS, Android, and networking technologies.
Able to thrive in a dynamic, fast-paced environment where constant multitasking is the norm.
Must be process-driven with high attention to detail and excellent follow-through skills.
Strong troubleshooting skills and an aptitude for finding creative alternative solutions.
A confident phone presence and exceptional customer service skills are a must.
Exceptional communication skills and the ability to explain complex technical solutions to clients and to co-workers.
Good judgment, technical common sense, and solid problem-solving skills.
Strong work ethic with a desire to learn, grow and develop new skills.
Ability to work under pressure
Ability to remain calm, happy, friendly, and helpful during stressful situations.
Strong English verbal and written communication skills
Strive for 2 certifications per year
A positive attitude, strong discipline, attention to detail and willingness to work in a fast-paced environment.
At Sync we spend all day every day immersed in the world of technology so applicants must have a love of tech.
4+ years of technical support, customer support or systems administration experience.
A deep understanding of computing systems, the cloud and hosted services.
Familiarity with Windows, Mac OS, iOS and Android up to systems administrator level.
Bachelor’s degree or higher in computer science or engineering.
Flexibility to work evenings, weekends and holidays.
Set up and configure computers and peripheral equipment such as printers and scanners.
Perform audits and tests on computer systems, networks and hardware to ensure it functions properly.
Respond to support requests and assist in troubleshooting any problems tha