L2 Helpdesk/Support Specialist

DUTIES & RESPONSIBILITIES

• Provide frontline support for both hardware and software issues via telephone or remote assistance in a timely manner
  

• Root cause analysis for end user problems

• Escalating technical support issues internally and externally with manufacturers (Microsoft, Dell). Working remotely with OEM support teams to coordinate and complete repairs.

• Monitoring client IT systems Up/Down alerts. Respond within SLA to ‘outage’ events.

• Perform Windows OS patching and security updates as assigned.

• Create Technical Documentation and Knowledge Base articles for common troubleshooting and resolutions.

QUALIFICATIONS

• Business application support (Microsoft Office, Outlook, Office 365, Azure, etc.)
  

• Troubleshooting Citrix/RDS and LAN/WAN connectivity issues

• Active Directory and Microsoft Exchange Online administration

• Administration experience for Windows Server and Hyper-V console

• Working knowledge of server virtualization technologies (VMware & Hyper-V)

• Mobile device support experience (iOS & Android)

• ConnectWise Manage/Automate systems

• ITIL Support principles for Ticketing, Triage, and Problem Resolution

PERKS:

• Remote Work Setup
• Company Laptop provided
• HMO Coverage on Day 1
• 1 FREE HMO Dependent after 6 months*
• Additional Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave,
• Maternity Leave, Paternity Leave, Solo Parent Leave, and more)
• Unused Leave Conversion
• Attendance bonus
• Annual bonus
• Monthly prizes and bonuses!
• Up to 30K referral bonus!