Level 2 Help Desk Technician

TECHNICAL customer SUPPORT TIER 2
Descriptive summary
The Technical Support Tier 2 responsibilities include but are not limited to receiving and process customer trouble ticket escalations from Tier 1 Technical Support. They will coordinate trouble ticket resolution with customers, local vendors and other service providers to minimize customer affecting downtime.

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

• Trouble shoot hardware and software: Examples of software would be VPN, Backups, Unix, Microsoft Operating System, Scripts/Coding, Web hosting, various email clients, and systems
• Respond to and track any such issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members
• Manage relationships between vendors, internal resources, and customers
• Lead, train and mentor Tier 1 Technical Support staff for purposes of achieving optimal first contact closure rate
• Expected to log in to Service Ticket System call queue to receive customer and vendor calls
• Perform proper trouble ticket entry and administration, and to adhere to escalation procedures and customer facing processes
• Escalate any trouble tickets to the next level of support, Complex Maintenance when appropriate
• Must follow predefined guidelines, protocols, and procedures as directed
• Be available to work any shift in a 24x7 call center environment
• Flexibility to perform additional tasks or duties outside of normal daily activities

Knowledge, Skills and Abilities Requirements:

Technical Knowledge & Skills

Technical Customer Support Tier 2 will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:

• Remote desktop support
• Windows Server (all versions)
• Various server environments
• Microsoft SQL
• Enterprise level network architecture
• Complex LAN/WAN environments
• Disaster recovery solutions
• Backup solutions and applications (Appassure, Veeam, etc.)
• Load balancing technologies
• VPN technologies
• Network security (Cisco, SonicWall, PFSense, etc.)
• Virtualization technologies (VMWare, Hyper-V, etc.)
• Microsoft Exchange / Hosted Exchange
• Various operating systems (Linux, MacOS, Windows)
• Encryption technologies (Bitlocker, Symantec, etc.)
• Active Directory
• Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
• Desktop applications
• Networking and configurations (Switching, routing, firewalls)
• Web technologies (XML, HTML, CSS)
• VoIP phone systems

Education and/or Experience Requirements:

• Bachelor's Degree (Technical focused degree) preferred or similar experiences
• 2 years of hands on experience in telecom, tech support, networking, or hardware or 3 years of hands on experience in telecom, tech support, networking, or hardware, such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, or Juniper
• 2 years of changing routers experience configurations
• 3 years of Data Networking Protocols, such as OSPF, BGP, Access control list, NAT, DHCP, and Sub netting
• 3 years of working knowledge of TCP/IP protocols, such as SMTP, DNS, HTTP, and the like
• 3 years of working knowledge of VoIP

Certificates, Licenses, Registrations:

• Cisco or CNA certifications

Background

COMHOME Technology Solutions a proven, stable and growing company with a very bright future. We have grown to offer our clients complete IT Technology support/services and Infrastructure Cabling services. We offer a unique opportunity to our clients, as well as our employees.

Candidates that we search for are those that have a hunger for knowledge, a passion for collaboration, and a mind for expansion. We look for the very best people that believe adding value to our clients is the top priority and get excited about disruptive technology. We thrive to be a world-class technology company situated right here in the heart of the DFW area.

Culture & Perks

• Fun, casual & collaborative work environment
• Flexible working hours & remote working opportunities
• Benefits including medical, dental, paid vacation, and annual bonus plan
• Monthly happy hours to spend time with your work family

COMHOME Technology Solutions is proud to be an Equal Opportunity Employer, committed to workplace diversity.

Job Type: Full-time

Pay: $50,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Little Elm, TX 75068: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 3 years (Required)
• Windows: 3 years (Required)

Work Location: In person

Salary : $50,000 - $80,000