Technical Support – Tier II
Entry Level to less than 2 years
Summary
The Service Desk Technician, Tier 2 is responsible for handling first level support of service requests in a professional and timely manner. This relates technology issues effecting more than 1 user and server issues with typically working in a remote capacity, delivering support over the phone and/or via RMM tools, as well as on site.
Duties and Responsibilities
- IT Support relating to technical issues working in a remote capacity, as well as on site
- IT Support relating to technical issues often impacting one or more users and handling server, network related issues
- Escalate timely service requests that require additional technical support from a higher level technician
- 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, and agreed outage
