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Managed Service Provider L2 Service Technician
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Job Description
Job Description
L2 Help Desk Technician (Managed Service Provider)
Will require up to 50% travel from home or corporate office for client onsite project deployment and troubleshooting
Position Description
Consider joining our team, to serve our managed service clients on our help desk. This is largely remote work but can incorporate on-site visits to clients who are local to Chicago, IL and its numerous surrounding suburbs, including but not limited to Northwest IN. You will be working with our IT Help Desk Team to support all our clients who entrust their IT service, who outsource their IT to us, to keep their systems running and their data safe.
In this position, you are the "calm in the storm", the listening ear, when an end-user is experiencing a functional problem with their technology.
You must have a passion and desire to help people and be respectful to end-users who need your assistance.
You must place great emphasis on attention to detail, including updating our documentation from time to time. A positive attitude, a desire to improve, strong communication skills and being a team player will make you excel in this position with our team.
You will also be participating in onboarding or other special projects from time to time.
You are our first level of support working directly with client users to resolve technology issues remotely. You will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments.
Key Responsibilities
- Via telephone and with remote access tools, clarify the problem at hand, troubleshoot and resolve issues that end-users are experiencing
- Collaborate with all team members, service coordinators and service managers to help partners with day-to-day activities
- Provide support for the following key areas: PCs, servers, printers, software and networking
- Manage and complete requests assigned to you by a state-of-the-art help desk ticketing system
- Configure, repair and deploy IT equipment as needed: monitors, desktops, laptops, mobile phones, desk phones remotely or on site at partner locations
- Document processes and update pre-existing documentation
- Support Microsoft related products: Active Directory (group memberships, password resets, and creating users), Office 365, Teams, SharePoint and MS Office suites
- Support remote access solutions: VPN, Citrix Remote Access, Windows Terminal Server
- Mobile phone support: Apple iPhone IOS and Android for connection and setup with email and other end-user needs
Qualifications
- Minimum five plus years of relevant work experience
- Demonstrated ability to function effectively both independently and within a team
- A positive attitude with effective written and verbal communication skills to communicate with colleagues, partners, and vendors
- Ability to deliver highly technical information to less technically savvy individuals
- Ability to exercise sound judgement, good listening skills, and strong problem-solving techniques
- Skill at paying great attention to small details
- Strong time management skills
- Experience working in a managed service or outsourced service environment is a huge plus
Key Characteristics for Success in This Position
- Empathy and a desire to help end-users with technical problems
- Self confidence in your abilities, and personal confidence to ask for help (escalate) when necessary
- Attention to detail, in problem solution and entry of the description of the work you completed in our time accounting system
- A positive attitude and a willingness to have fun at work
- Great people skills
- A "I've got your back" approach for team members as well as customers
- An ability within an environment that supports "thinking outside the box" to go beyond standardized processes with personal initiative
- A "get the job done" attitude, with a critical thinking approach to bringing needed changes back to the entire team, when it is needed
- A desire to improve and a willingness to take on new tasks or endeavors such as training for career improvement and advancement
- Being thirsty for knowledge
- Punctuality
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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