HelpDesk Technician Level 2
NETWORTH - Mississauga, ON

This job posting is no longer available on Indeed. Find similar jobs: Helpdesk Technician Level jobs - NETWORTH jobs

Top consideration given to: Applicants with experience in using ConnectWise PSA - http://www.connectwise.com

Mandatory Experience: Applicants must have 2 years minimum working full-time as a service desk or helpdesk technician

Salary Range: $40K-$50k

Hiring By: Immediately

Job Title: HelpDesk Technician Level 2
Department: Service and Support
Reports to: Service Manager

GENERAL SUMMARY:
The HelpDesk Technician Level 2 is responsible for handling first and second level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in ConnectWise
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • IT support relating to issues with the internal systems and network infrastructure
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Support services for virtualization technologies: VMware, Citrix, and Microsoft
  • Remote access solution support: VPN, Terminal Services, and Citrix
  • Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
  • Document maintenance for all computer systems and network infrastructure in ConnectWise

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Two years’ experience in the role of a service or helpdesk technician
  • Certification in A+
  • Self-motivated with the ability to work in a fast moving environment

Indeed - 11 months ago - save job - block
Recommended Jobs
Bilingual Helpdesk Rep II
NCR - Mississauga, ON
NCR - 12 days ago

Helpdesk Technician
Humberview Group - Toronto, ON
Indeed - 8 days ago
Easily apply

Helpdesk and Facilities Technician
Info-Tech Research Group - Toronto, ON
Info-Tech Research Group - 21 days ago