Senior IT Helpdesk Support Analyst - Tier 2

ADVANCED TROUBLESHOOTING

Tier 2 technicians are expected to diagnose and resolve more complex technical issues that Tier 1 technicians cannot handle.

This requires a deep understanding of hardware, software, and network systems.

SYSTEM ADMINISTRATION

They should possess the skills to manage and maintain operating systems, servers, and network infrastructure. This involves tasks such as user management, system configuration, and applying security updates.

NETWORK MANAGEMENT

Tier 2 Technician often handle tasks related to network configuration, including setting up and managing routers, switches, firewalls, and other network devices.

The Technician may also troubleshoot network connectivity issues and optimize network performance.

DATA BACKUP AND RECOVERY

The Technician should be proficient in setting up and managing data backup systems to ensure data integrity and availability.

The Technician should also have the skills to recover data in case of accidental deletion, hardware failure, or other disasters.

DOCUMENTATION AND REPORTING

Technicians are responsible for documenting their work, including troubleshooting steps, system configurations, and changes made to the network or systems.

The Technician should also be able to generate reports for Management.

TEAM COLLABORATION

The Technician collaborate with other IT team members, including Tier 1 Technicians, Tier 3 specialists, and system administrators, to resolve complex issues and implement IT projects.

CUSTOMER SERVICE

Strong communication and interpersonal skills to effectively interact with end-users and provide excellent customer service.

Requirements :

• Related Post-Secondary Education or College degree.
• 2+ years of experience in a desktop support role or system admin role.
• Strong analytical and problem-solving skills.
• Ability to work both independently and part of a team.
• Valid driver’s license, reliable transportation and the ability to lift up to 50 lbs.
• Knowledge of current Microsoft environments, including Windows 7, Windows 8, Windows 10, Windows Server 2012, 2016, 2019, and Exchange server.
• Proficiency with Microsoft Office products Outlook, Word, Excel.
• Advanced knowledge of active directory, DNS, DHCP, Print server, Adsync, Ad migrations (FSMO), VMware Vcenter and ESXi servers is required.
• Working experience with Dell, HP physical servers.
• Knowledge of networking is required, such as basic IP addressing, setting up routers, switches, VPN configurations and other firewalls such as Cisco, Fortinet, etc.
• Knowledge of enterprise backup solutions is required.
• Experience with ConnectWise would be advantageous.

Desirable Certifications :

• MCSA
• CCNA
• MS Azure

Schedule :

• 8-hour shift - Monday to Friday
• 7 days On-Call - Rotation of 3 times a year
• Overtime
• Weekend availability
16 days ago