Tier 2 Technical Support Specialist

Job Description

8002746600

Service Desk Engineer Level II Job Description
The role of a Vertical Solutions Service Desk Engineer is to resolve IT issues both proactively and reactively. Our service desk is far more dynamic than typical service desks, wherein our Service Desk Engineers are provided the opportunity to learn and work on all aspects of our client's technology. In doing so, Vertical Solutions provides staff with the ability to advance in their career paths, whether that be a Network Engineer, Consultants, or some other discipline. As a Microsoft Gold Partner and Continuum’s Managed Service Provider of the Year two years in a row (out of 3,500 organizations), Vertical Solutions offers our Service Desk Engineers a career, not a job.

Duties and Responsibilities
The following are the daily duties and responsibilities expected of our Engineers. These are the most common tasks and duties but are certainly not the only ones. Ultimately the Engineer’s role is to provide resolution to customer issues in a pleasant, timely fashion.

• Level II on the Service Desk requires that the individual has solid all-around technology skills as it pertains to: desktops, servers, networking equipment, backup, disaster recovery, and general tools and technology utilized by Vertical Solutions.
• This role works on support issues both internally and on-site when necessary. There is a high expectation of professionalism when on-site at a client performing support services.

• At times, this role can be assigned project tasks based on the assessment of the Support Services Supervisor.
• As with all Service desk Issues, the resource is expected to manage support tickets that come in via phone, email, or customer portal.
• Monitor/manage system alerts and notifications and respond accordingly through service tickets.
• Support technical issues involving Microsoft’s core business applications and operating systems.
• Support of disaster recovery solutions.

• Installation and configuration of workstations.
• Malware removal
• Configure users in a Microsoft Domain Environment.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN and Terminal Services.

• Installation and configuration of a variety of Line of Business Applications.
• Support network printing and network printing issues.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of client requests.
• Ability to work in a team and communicate effectively.

• Ability to work on an individual basis while maintaining focus and productivity.
• Work with the Support Services Supervisor to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require Senior Engineer level support.
• Enter time and expenses as they occur.
• Understand our internal processes by completing assigned training materials and understanding SOP’s.

• Enter all work as service tickets as it occurs.
• System documentation maintenance and review.
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Knowledge, Skills, and/or Abilities Required
To successfully perform this job, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent oral and written communication skills including grammar, punctuation, and the ability to communicate professionally with clients and document work performed.
• Possess exceptional customer service skills.
• Ability to communicate verbally via the telephone with clients and vendors.
• Understanding of operating systems, business applications, printing systems, and network systems.
• Ability to diagnose technical issues.

• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.

• Self-motivated and detail-oriented with the ability to work in a fast-moving environment.

Additional Skills and Abilities and Experience
The items below will be beneficial abilities and background skills for all candidates.

• 3+ years technical experience preferred
• A technical degree in an IT related field or equivalent work experience.
• Professional Information Technology Certifications although not required are preferred.

• Previous customer support or service experience.
• Knowledge of computer and networking fundamentals.
• Experience with basic Microsoft Products.
• Experience with Office 365 products, services and management.
• Experience with RMM and PSA tools; Connectwise Manage, Automate preferred

• Microsoft MCSA Certification
• Datto, Fortinet certifications a plus

No recruiters

Job Type: Full-time

Helpdesk Support Tier 2

Responsibilities

• Provide end user remote support and remediation for automated tickets that are escalated by the Tier 1 team.
• Provide end user remote support and remediation for end user tickets that are escalated by the Tier 1 team.
• Provide support for server and network infrastructure (i.e. firewalls)
• Coordinate with Network Admin to prioritize tickets and dispatch services as needed

Report to

• Service Desk Lead

Our Story

In 1986 Robert L. Nelson founded the information systems consulting firm of R.L. Nelson and Associates, Inc. (RLN) to provide systems consulting services to area businesses. The Company maintains its corporate office in suburban Pittsburgh, Pennsylvania.

Since the firm’s inception, RLN grew steadily by delivering quality services to a broad client base throughout the Eastern United States. Among its valued clients are many privately and publicly held businesses including multi-national Fortune 500 companies.

In June of 2007 RLN and Vertical Solutions Inc., a Pittsburgh based Information Technology Services firm joined forces to create Vertical Solutions-an R.L. Nelson and Associates Company. This combined the traditional application service offerings of RLN with the ability to source, implement and support the infrastructure necessary to run those and other applications throughout the client organizations.

In 2012 we opened a new office outside of Denver Colorado.  I guess you could say that if the town has mountains, we have an office!  

Vertical Solutions is a team of dedicated IT professionals focused on contributing to the success of our clients by “Increasing profitability through the integration of people, processes and technology.”

During our 30 years we have gained unique insights into each of these elements and can say that each of these elements must be aligned towards our client’s goals to help the achieve them.

It’s also not a coincidence the “people’ come first in this equation. To guide our offerings and fulfill our mission we stay focused on our Core Values:

• To deal honestly and with integrity in all aspects of our lives.
• Commitment to life-long learning and improvement of self, clients, and society.
• Dedication to treat people with the highest level of respect.
• Realize an adequate (fair and reasonable) rate of return on our investment.