Talent.com
Support Desk Technician Tier 2

Support Desk Technician Tier 2

Proper Sky - Managed IT ServicesAbington, PA, United States
Hace 1 día
Tipo de contrato
  • A tiempo completo
  • Indefinido
Descripción del trabajo
  • Summary
  • All potential candidates should read through the following details of this job with care before making an application. The
  • Support Desk Technician (Tier 2)
  • at Proper Sky is a key member of our service delivery team, responsible for resolving complex technical issues, supporting escalations, and ensuring a seamless IT experience for our clients. This role requires a strong technical foundation in Microsoft 365, networking, and server administration, paired with exceptional communication skills and a client-first mindset. You'll troubleshoot advanced support tickets, mentor junior technicians, and contribute to documentation and process improvements. The ideal candidate is a proactive, solutions-driven professional who thrives in a fast-paced MSP environment and is committed to service excellence.
  • What you'll do
  • Technical Troubleshooting & Resolution :
  • Assess Urgency and Impact of each problem to ensure the appropriate resolution timeline is achieved.
  • Triage all assigned tickets in a manner that matches the urgency and impact to our clients organization.
  • Diagnose and resolve complex end-user issues related to desktops, laptops, printers, and mobile devices
  • Troubleshoot server and network-related issues (DNS, DHCP, VPN, Active Directory, etc.
  • Troubleshoot escalated support tickets from a Tier 1 technician
  • Identify root causes and implement permanent fixes
  • Provide remote and occasional on-site support for critical issues
  • Problem Escalation Support :
  • Provide technical assistance and mentorship to Tier 1 and junior technicians
  • Escalate issues to Tier 3 or engineering teams when necessary, with detailed documentation
  • Identify root causes of escalated issues and ensure SOP's are documented to ensure next-level support can resolve the issue if it repeats.
  • Collaborate with project teams on migrations, upgrades, and deployments
  • Participate in team standups and knowledge-sharing sessions
  • Project Execution :
  • Execute defined scopes of work based on engineering or service manager assignments
  • Provide status updates on assigned project tasks and collaborate closely with Project Managers, Engineers, and Service Managers
  • Identify risks or blockers during project execution and escalate appropriately
  • Documentation & Continuous Improvement :
  • Maintain accurate and up-to-date documentation in ConnectWise, Hudu and the knowledge base
  • Contribute to internal process improvements and standard operating procedures (SOPs)
  • Flag recurring issues and propose solutions to reduce repeat incidents
  • Client Engagement :
  • Provide professional and empathetic communication to clients via phone, email, and ticketing systems
  • Ensure timely and accurate updates to clients on issue status and resolutions
  • Maintain customer satisfaction by meeting or exceeding SLAs and expectations for each problem you are navigating
  • Work Schedule :
  • The Support Technician role covers the 8am-5pm EST shift.
  • The position is subject to covering a rotating On-Call shift from 5pm-10pm (Weekdays) and 8am-5pm (Weekends / Holidays) to respond to after-hours emergency requests.
  • Work Location :
  • This role is a hybrid role and reports locally to Proper Sky's headquarters in Abington, PA for all scheduled shifts.
  • Qualifications
  • Education & Technical Experience :
  • 5+ years of relevant hands-on IT support experience in a helpdesk, MSP, or technical support environment
  • Certifications such as CompTIA Network+ / Security+, Microsoft AZ-104, Azure Administrator Associate and Cisco CCNA a plus
  • ITIL Foundation 4 or higher
  • Strong knowledge of Microsoft 365, Azure AD, Exchange Online, SharePoint, Teams, and Intune
  • Proficient in troubleshooting Windows OS, servers, networking issues (DNS, DHCP, VPN, VLANs, firewalls)
  • Familiarity with backup systems, EDR platforms, and RMM tools
  • Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred
  • Soft Skills :
  • Strong verbal and written communication skills
  • Ability to manage multiple tasks and prioritize in a fast-paced environment
  • Self-starter with a continuous learning mindset
  • Team player with mentoring capabilities
  • Highly organized, detail-oriented, and customer-service driven
  • Call-To-Action
  • If you're ready to make an impact and be part of a passionate team that values innovation and customer service, we invite you to apply today! Join us at Proper Sky, where your expertise will shine. Job Type : Full-time Pay : $45,500.00 - $55,000.00 per year Benefits :
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Paid time off
  • Vision insurance Work Location : In person
    • Crear una alerta de empleo para esta búsqueda

    Desk Technician Tier • Abington, PA, United States

    Ofertas relacionadas
    Support Desk Technician Tier 1

    Support Desk Technician Tier 1

    Proper Sky Inc.Abington, Pennsylvania, United States, 19001
    A tiempo completo
    At Proper Sky, your work will make an impact from day one.As a small and agile team, we offer meaningful responsibility.Every day brings fresh challenges and the chance to build new skills in a col...Mostrar másÚltima actualización: hace más de 30 días
    Desktop Support Technician - Trenton, NJ (Onsite)

    Desktop Support Technician - Trenton, NJ (Onsite)

    RICEFW Technologies IncTrenton, NJ, United States
    A tiempo completo
    Quick Apply
    Seeking a skilled IT Support Technician to assist with device provisioning, account setup, software deployment, and cloud integration tasks. Seeking a skilled IT Support Technician to assist with de...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Systems Support Technician - Tier 1

    Systems Support Technician - Tier 1

    Zeus Fire and SecurityPaoli, PA, United States
    A tiempo completo
    This position is responsible to provide technical support to customers and technicians for all facets of IP / Video equipment. Provide first level contact and convey resolutions to customer issues.Pro...Mostrar másÚltima actualización: hace 1 día
    • Oferta promocionada
    Systems Support Technician Tier 1

    Systems Support Technician Tier 1

    Zeus Fire and SecurityPaoli, PA, United States
    A tiempo completo
    This position is responsible to provide technical support to customers and technicians for all facets of IP / Video equipment. Provide first level contact and convey resolutions to customer issues.Pro...Mostrar másÚltima actualización: hace 1 día
    • Oferta promocionada
    Help Desk Level 2

    Help Desk Level 2

    TWO95 InternationalCherry Hill, NJ, United States
    A tiempo completo
    Provide 1st and 2nd level support for desktops, laptops, printers, servers, and other network devices both remotely and on site. Ensure proper documentation, notification, and escalation of all inci...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Support Desk Technician

    Support Desk Technician

    The Lawrenceville SchoolLawrenceville, NJ, United States
    A tiempo completo
    Reporting to the Technology Support Services Manager, the Support Desk Technician will take ownership in providing multi-level support to students, faculty, and staff for any and all computer-relat...Mostrar másÚltima actualización: hace 3 días
    Support Desk Technician Tier 2

    Support Desk Technician Tier 2

    Proper Sky Inc.Abington, Pennsylvania, United States, 19001
    Indefinido
    At Proper Sky, your work will make an impact from day one.As a small and agile team, we offer meaningful responsibility.Every day brings fresh challenges and the chance to build new skills in a col...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Desktop Support Technician

    Desktop Support Technician

    Rose InternationalTrenton, NJ, US
    A tiempo completo +1
    Estimated Duration (In months) : .Azure, GitHub, Salesforce, Troubleshooting.Public-sector or multi-project environment experience is a plus (3 yrs). Only qualified Desktop Support Technician candidat...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Help Desk Analyst, Tier 2

    Help Desk Analyst, Tier 2

    Prequel SolutionsChester, PA, United States
    A tiempo completo
    The Help Desk Analyst provides Level 2 Support by performing a variety of technical and customer service tasks to ensure the smooth operation of our IT systems and services.Manage expectations at a...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Help Desk Support Technician with iManage; Level 1 & 2 Support

    Help Desk Support Technician with iManage; Level 1 & 2 Support

    Ambassador ResourcesGibbsboro, NJ, United States
    Temporal
    Help Desk Support Technician with iManage.The Help Desk Technician is responsible for supporting inbound tickets and phone calls for clients in a fast-paced environment across diverse network envir...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    DESKTOP TECHNICIAN

    DESKTOP TECHNICIAN

    ApTaskPaulsboro, NJ, United States
    A tiempo completo
    The client is a technology managed services provider and product reseller.It provides Managed Workplace Services including IT solutions and hardware, integration and support services and has partne...Mostrar másÚltima actualización: hace más de 30 días
    Senior Help Desk Technician II

    Senior Help Desk Technician II

    CGSPhiladelphia, Pennsylvania, United States, 19102
    A tiempo completo
    Senior Help Desk Technician II.CGS seeks a Senior Help Desk Technician to fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users consisting of senior management...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    NJTreasury DORES Help Desk

    NJTreasury DORES Help Desk

    Global Pharma TekTrenton, NJ, United States
    A tiempo completo
    Help to image hardware using SCCM and Provance and deploy.Need a resource that will deliver a high level of customer service and professional interaction to internal customers, mgt.Documents, track...Mostrar másÚltima actualización: hace 1 día
    Senior Help Desk Technician

    Senior Help Desk Technician

    CGSPhiladelphia, Pennsylvania, United States, 19102
    A tiempo completo
    CGS seeks a Senior Help Desk Technician to fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users consisting of senior management, attorneys, support staff, con...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    Desktop Support Technician

    Desktop Support Technician

    Insight GlobalPhiladelphia, Pennsylvania, United States
    Temporal
    Onsite, local travel in Pennsylvania area.Desktop / IT Support experience.Hardware / Software troubleshooting.Reliable transportation and active DL. This position requires a high level of reliability ...Mostrar másÚltima actualización: hace 6 días
    • Oferta promocionada
    Help Desk Technician

    Help Desk Technician

    Oaks Integrated CareLawrence Twp, NJ, United States
    A tiempo completo
    Join our team today and immerse yourself in a rewarding career for years to come!.As a Help Desk Technician, you will work within our IT department located in Lawrenceville, Mercer County NJ.Full-t...Mostrar másÚltima actualización: hace 1 día
    • Oferta promocionada
    Service Desk / Help Desk Technician

    Service Desk / Help Desk Technician

    TWO95 InternationalCherry Hill, NJ, United States
    A tiempo completo
    Service Desk / Help Desk Technician.Provide Level-1 and Level-2 remote support for desktops, laptops, printers, servers other computer related devices. When necessary provide on-site support.Ensure p...Mostrar másÚltima actualización: hace más de 30 días
    • Oferta promocionada
    IT Technician I - Help Desk

    IT Technician I - Help Desk

    Villanova UniversityVillanova, PA, United States
    A tiempo completo
    Do you have questions about the application process? If so, please refer to the Applicant FAQ's.Work study preferred but open to all students. UTS - Technology Support Services.Provide first-level h...Mostrar másÚltima actualización: hace más de 30 días