MSP L2 Helpdesk Support Specialist

Our Partner Client specializes in developing customized IT services whether that be Managed IT Support or Custom Software Development. They aim to remove unnecessary costs and inefficient tools to give you a clear upper hand over your competition. Their vision for IT Services is to build better happier lives through technology and creativity.

The mission of the L2 Helpdesk Support Specialist is to provide support within the IT support team. It generally involves supporting in resolving more technical issues often by remote diagnosis on the phone or via online support.

This is a full-time role, on a US shift and a Work From Home set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

THE ROLE NEEDS SOMEONE WITH:

• Strong MSP/ IT technical knowledge, ideally focused on IT security
• Excellent communicator - both written and verbal communication
• People person attributes: This includes a keen desire to help others, being empathetic, and good listener.
• Excellent solution-finding and root-cause analytical abilities
• Driven/Persistent fix/make things better/get things done
• Ingrained customer service orientation to do what right
• Resilient, reliable, and able to manage stress
• Curious in nature, passionate about technology, and has a thirst for new knowledge in the field
• Strong team player and willingness to guide Level 1 techs
• Experience in solving server and network issues quickly and efficiently
• Thrives working in a fast-paced, dynamic environment
• Ability to work both in the office and from client sites
• 3+ Years of previous IT support experience
• University Degree in IT

TECHNICAL REQUIREMENTS:

• 2nd Level information systems services problem resolution: problem definition, research, and resolution
• E-mail Protocol troubleshooting skills: (SMTP/POP/IMAP) and ability to diagnose email issues such as missing emails, server connection issues, spam, etc.
• Expert in Active Directory / Windows Terminal Service
• Strong in Vmware / Hypervisor
• Good Knowledge of Office 365 / Cloud solution
• Microsoft Desktop / Server Deployment, Software and Hardware Inventory - Platforms: Windows 10 and Windows 2012/16/19
• Software Deployment Automation Tools: Disk Imaging, Patch/Software Release Management, Asset Management, System Monitoring, RMM
• Strong in Windows 2012/2016 Exchange 2016 Architecture - design, implementation, and maintenance
• Strong with TCP/IP protocol, firewall, security, and firewall and troubleshooting
• Perform network audit reports for clients
• Contribute to Research and Development projects
• Able to manage Disaster recovery for clients (AD, FileServer, etc.)