What are the responsibilities and job description for the Level 2 Helpdesk Technical Support position at ThreatLocker?
POSITION OVERVIEW
The Level 2 Technical Support role at ThreatLocker involves troubleshooting issues, finding fixes, and providing exemplary customer service. The ideal candidate is technically capable, proactive, and possesses strong organizational and customer service skills. This position does require working weekends, after hours, and overtime when necessary.
Qualifications:
- Customer Service Mentality
- Organizational and Time Management Skills
- Verbal and Written Communication Skills
- Interpersonal Skills
- Reliability
- Technical Proficiency
- Attention to Detail
- Previous Ticketing System Experience
- Adaptability to High-Pressure Environment
- Collaborative Team Player
- Quick Learner
- Physical Capability (Able to lift 50 lbs)
- CompTIA Net /Sec Certifications or equivalent experience
Responsibilities:
- Hardware and Software Installation
- Ticket Management
- Timely Response to Requests and Issues
- Remote Support via Zoom
- Assist with New Hire Training
- Work with Windows and Mac OS Devices
- Active Directory Tasks
- Evaluate and Test New Technology
- Create Documentation for Staff
- Collaborate in Resolving Tier 1 Support Tickets
WORKING CONDITIONS
The duties described below are representative of those encountered while performing the essential functions of this position. If necessary, reasonable accommodation may be requested and will be evaluated for its relationship to the essential functions that must be performed.
- Job will generally be performed in an office environment but may require travel to visit company offices and/or property locations.
- While performing duties of this job, would occasionally require to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects and tools.
- Must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus.
