Tier 2 Service Desk Technician

Description

Corserva, Inc., located in Trumbull, CT is searching for full-time Tier II Service Desk Technician for the Northeast Region.

The Tier II Service Desk Technician will be part of a technical support team providing a single point of contact for the efficient resolution of technical issues and service requests. This critical role is accountable for analyzing and managing Client events to ensure that world class service and support is provided to clients at agreed to levels.  You will be managing multiple priorities, generating innovative solutions and further developing the skills required to continue to support our clients. 

The appropriate person will also be an integral part of the continued growth and development of their fellow support desk technicians.  Mentoring tier 1 analysts and acting as a liaison between the support desk and engineering.

Please note that this is not a tier 1 or entry level position.

Corserva is a privately held national Managed IT Service Provider headquartered in Trumbull, CT.  For over 30 years, we’ve driven client success by assessing, architecting, implementing, managing and protecting the IT that runs business.  We do all of this by collaborating with best-of-breed technology partners to deliver exceptional value and customized IT solutions that support business growth.  We have the operational and technical expertise to deliver results across a client’s business. From servers to storage, and networks to security, we leverage our abilities in consulting, technology, and outsourcing to advance client possibilities, reduce risks, and cut operational costs.

We offer a competitive salary plus benefits plan.

In our Trumbull, CT office

• Senior level IT support and escalation point for tier 1 analysts.
• Knowledge of virtualization platforms including VMware and Microsoft Hyper-V.
• Maintain and troubleshoot Microsoft related technologies such as Azure, Windows Server, Hyper-V, Active Directory, DNS, DHCP, Exchange, Office 365, SQL, SharePoint, Windows 7/8/10.
• Configure, troubleshoot and maintain firewalls, switches, and other various network appliances.
• Remote access implementation and support: VPN, RDS/Terminal Services, and Citrix
• Communicate effectively with clients and internal resources, including account management, to ensure that all client issues and opportunities are being addressed in a timely and high-quality manner
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively by the network operations center staff
• Understand overall service desk objectives, as well as the role and function of each team member
• Risk identification, communication, and mitigation.
• Create and Maintain relevant client documentation.
• Assist in maintaining the remote monitoring and management system

• Identify and communicate potential areas for improvement.
• Continually seek opportunities to increase client satisfaction and deepen client relationships
• Evaluate support tickets before escalation to senior engineering staff.
• Ensure escalated issues follow established standards and procedures
• Identify and recommend options from Corserva’s service catalog that relates to the client’s needs
• Document internal processes and procedures related to duties and responsibilities
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
   

• Paid vacation time
• Medical, dental and vision coverage
• Life Insurance
• And more

Applying for a role at Corserva is not complete until you have completed our formal online application and uploaded your resume.

Qualifications

• Knowledge of SAN technologies preferred, but not required.
• Deep understanding of Windows, networking, firewalls, end-point protection, network architecture, and virtualization.
• Experience with Connectwise, N-Central, and NinjaRMM Preferred
• Desire to provide high-levels of customer services.
• Strong organizational, presentation, and client service skills
• Demonstrated customer service skills, including verbal and written communications.
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast-moving environment

• BA/BS, preferably in computer science, information technology, or equivalent work experience.
• 4-6 years of IT support experience, preferably in the MSP space.
• Professional IT Certifications, such as: Microsoft MCP, MCSA, Cisco CCNA, VMWare VCP, HPE Server and Storage, preferred.
• Knowledge of SAN and other storage technologies a plus.
• Must have previous technical support experience.
• Experience in the implementation and support of VMWare and/or Hyper-V production environments