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IT Support Engineer II
Location: US-TX-Lewisville
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IT Support Engineer II
Duration: 6 Months
Fully Remote
Job Description: The Level 2 Service Desk Technician's role is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing, documenting and resolving/escalating end user's requests and issues.
Skills and Qualifications: - Bachelor's Degree in Computer Science or another related field
- 5 years of relevant work experience.
- Working knowledge of computer hardware and software.
- Working knowledge of computer operating systems; including Windows 7, Windows 10, and OS X.
- Working knowledge of Active Directory, Office 365, ServiceNow, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop Cisco VPN/Remote Connectivity, etc.
- Working knowledge of mobile device support; including Android and iOS.
- Interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Proven customer service skills.
- Exceptional written and verbal communication skills.
Evening shift may be needed. Primary Role Responsibilities: - Take ownership of all tickets routed to them from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution Group.
- Handles problems and issues that the first tier of service desk support is unable to resolve.
- Communicate effectively with end users in all stages of the incident management process.
- Interact with several support teams to restore service and/or identify and correct core problem.
- Communicating with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending.
- Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base.
- Assists the Shift Leader in developing and implementing SLA performance improvement / enhancement plans.
- Build relationship/trust with Tier 1 associates so that they are comfortable approaching them for resolution of customer issues.
- Resolve Tickets within scope of responsibilities according to defined procedures
- During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool, including initial interaction, triage, escalation, and status updates as requested.
- Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process & every effort is made to meet service levels
- Present a positive, effective, and flexible contribution to achieving team targets and objectives.
- Pro-activeness and technical appetite to explore and obtain solutions for unknown issues.
- Other duties as needed.
NextGen Technologies Inc
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