19 days old

Helpdesk Tier 2

Pontiac, MI 48342
  • Job Code
    571883
  • Payrate
    $25 To $30

Roles and Responsibilities



  • Level 2 Engineer will perform the following:
  • Provide first call resolution on the majority of incoming reactive service tickets or de-escalate issues to a Level 1 engineer for first call resolution as appropriate
  • Mentor and provide guidance as needed for Level 1 Engineers and Service Coordinator
  • When necessary due to scheduling provide on-site support for clients as required
  • Consistently use the tools and documentation provided to resolve tickets and create documentation as needed
  • Maintain industry certifications and continuously advance knowledge through additional certifications
  • Actively participate in regular department and company huddles and meetings
  • Document all resolutions and unique information
  • Work closely with team leaders, managers and other organization team members to trouble shoot client issues
  • Any additional duties as assigned by management


Qualifications and Requirements


Education and Soft Skills



  • Excellent customer service skills
  • Excellent oral and written communication skills
  • Excellent analytical and problem solving skills
  • Ability to work independently with minimal supervision


Technical Skills



  • Previous experience in a MSP environment (preferred) or multiple environments
  • Microsoft Technical Associate (MTA) or higher lever Microsoft certification
  • Sophos Certified Professional (preferred) or other firewall certifications
  • 3+ years of experience implementing and supporting network switches, routers, firewalls and VPNs
  • 3+ years of experience utilizing VMware or Hyper-V including deployment and P2V migrations
  • 3+ years of experience utilizing server and network monitoring applications, including set up and configuration
  • 3+ years of experience with supported versions of Microsoft Exchange servers
  • 3+ years of experience with supported versions of Microsoft Windows servers and workstations
  • 3+ years of experience implementing, supporting and monitoring backup software
  • 3+ years of experience with server and network monitoring applications
  • 3+ years of experience supporting anti-virus and anti-malware applications
  • 3+ years of experience with supported versions of Microsoft SQL server
  • 3+ years supporting QuickBooks and/or other line of business applications
  • 2+ years of experience supporting Citrix environments and virtual servers (preferred)
  • 1+ years of experience with supported versions of Mac OSX (preferred)

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Helpdesk Tier 2

Randstad Technologies
Pontiac, MI 48342

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Helpdesk Tier 2

Randstad Technologies
Pontiac, MI
US

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