Hybrid Level II Helpdesk Technician

JOB DESCRIPTIONIn this position you will be working alongside your peers to resolve escalated issues from Level-1 Technicians. In this role you will be expected to have great communication skills with Management, peers, and end user in turn creating a collaborative environment. This position is a hybrid role so we are looking for someone who can self-manage when necessary.KEY RESPONSIBILITIES

• Resolves dispatched problem tickets and escalations from Level-1 Technicians.
• Provide assistance/coaching to Level-1Technicians when needed.
• Analyze and attempt to resolve issues without further escalation.
• Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
• Work with VIP clients providing great customer service
• Document and communicate issues within the assigned ticketing system

• 3 to 5 years Help Desk experience.
• Extensive Office 365 and remote access experience
• An understanding of Active Directory (Account creation, password resets, group and distro list membership, etc.)
• In-depth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
• Network Troubleshooting Experience (Windows Server 2008/2012/2016)
• Wireless controllers and access points, routers, firewalls, and network switches
• Peripheral device support, including network printers, scanners, monitors & UPS devices.
• Need excellent customer service skills
• Must work well in team driven environments
• Must have good documentation skills

• Knowledge of AWS/Azure
• Nice to have any of the following certification’s A+ / Network + / Security+/MCSA / MCSE