Level 2 IT Helpdesk Technician

--iSupport Worldwide--

Join our team!

We are looking for a Level 2 IT Helpdesk Technician to work directly with a motivated team of technicians to manage and maintain client IT networks, troubleshoot and resolve issues and complete projects, such as network design and installation, every day throughout our local area.

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What is your mission?

You will provide the best service to our partner brands by performing these tasks:

  • Provide remote and onsite technical support to our clients
  • Diagnose, research and troubleshoot computer system issues, including operating systems, H/W and S/W, networking, VPN, connectivity, server, and other network devices/peripherals, both remotely and onsite.
  • Install, configure, and support desktops, laptops, virtual machines, mobile phones, VOIP products, servers, backup systems, and miscellaneous devices.
  • Provide on-call emergency services after business hours, holidays and weekends as required.
  • Respond promptly and professionally to alerts and end-user IT issues
  • Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
  • Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
  • Responsible for meeting Client Service SLA goals.
  • Other duties as assigned 

Who are we looking for?

  • Associate or Bachelor’s Degree in IT or related technical field 
  • Associate/intermediate level technical certification(s) preferred (Comptia A+/ Network+)
  • 2 years of IT related technical experience 
  • An intermediate level of understanding of relevant technologies, solutions, troubleshooting and support
  • Experience troubleshooting Active Directory, TCP/IP networks, and common PC and Mac applications/operating systems.
  • Experience working with WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
  • Strong knowledge and experience with computer/server H/W and S/W troubleshooting.

Company Perks

Free learning and development courses for your personal and career growth

Comprehensive HMO benefits and insurance since day 1

Dynamic company events

Above-industry salary package and incentives

Opportunities for promotion

Free meals and snacks

Our Values

Worldwide, strongly uphold our values to be of service to our people, our clients, and our community.

We put people first

We consider our people as the foundation of our success.

We strive for excellence

Our commitment to quality ensures that we always do our best.

WE EMBRACE INNOVATION

We stay agile and fast, always looking for ways to solve our clients’ needs.

WE DELIVER DELIGHT

We pride ourselves on helping our clients reach their full potential.

WE CREATE REAL IMPACT

We do things right and we get the job done.