• Analyze issues and provide solutions to problems that cannot be resolved by L1 Support.
• Install and configure hardware and software
• Respond to tickets in raised in the system
• Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Provide onsite and remote support to end users
• Assist in setups as needed for meetings
• Assist new hire training for basic IT needs.
• Set up of router and other equipment as needed
• Create documentation for staff for training purposes

Required Knowledge, Skills, and Abilities

• Strong troubleshooting and technical support experience
• Ability to understand and resolve complicated technical issues
• Strong written and verbal communication skills
• Solid understanding of computers, networks and software
• Experience using MS Office applications: Word, Excel, Outlook
• High attention to detail
• Previous experience in ISP field or other ticketing system
• Ability and willingness to travel to client sites as needed
• Ability and willingness to work overtime when needed
• Ability and willingness to work in a high-pressure environment
• Ability and willingness to work in a collaborative team environment
• Ability and willingness to quickly learn new technology and software

Education + Experience

Bachelor Degree in IT.

Benefits

As per company policy.