Edge Networks, Inc.
Tier 2 Helpdesk Support
Edge Networks, Inc., Vancouver, Washington, United States, 98662
Job DescriptionTier 2 helpdesk support must be experienced and knowledgeable in technical issues and their solutions. Tier two will work on tickets escalated from tier 1. This support person will also handle projects in a team setting with tier one and tier three techs. These projects include new application roll out and migrations as well as testing software and applications to fit the needs of the requester. You will perform the following responsibilities listed.
Responsibilities:
Interact with customers in a professional manner responding to technical issues.Maintain the highest level of customer satisfaction.Perform general maintenance, including software updates, server maintenance, and general troubleshooting of applications.Perform software and installations remotely.Provide remote troubleshooting.Network troubleshooting.Account creation and administration in O365/Azure and on Prem AD.Administrating SharePoint, OneDrive, and Microsoft Teams, including Voice.Microsoft O365 policy creation and rollout.Administrating Gsuite.Develop and create documentation and support material.Complete projects in a team environment.Complete tickets escalated from Tier 1 support.Requirements
Required Experience:
A degree in a technology field or 3 years' experience in a similar position.Experience with Helpdesk applications (Jira/Confluence/Halo).Minimum Qualifications:
Strong knowledge of networks and firewalls.Proficient knowledge of O365 and Gsuite.Ability to maintain windows server 2012-2022.Understanding of Windows registry, NTFS permissions, and OUs.Understanding of Next Gen Antivirus. (Cylance, Defender ATP)Strong communication and collaboration skills.Ability to easily adapt to and learn new technologies.Possess positive, professional interpersonal skills.CompTia A+ CertificationMicrosoft MS900 CertificationRequired skills:
Excellent customer service and phone skills.Ability to work in a fast-paced, ever-changing environment.MSP or Multi-Tenant IT support experience.Experience with Mac and PC.Experience with RMM tools.Benefits
Benefits :
Competitive salary based on experience and qualifications.100% health care coverage for employees included.Opportunities to take courses to advance certifications, paid for by Edge.Fun working environment and supportive culture.Coffee and snacks provided in the officePaid vacation, paid holidays, sick timeTeam lunches are provided every Tuesday5K annual allowances for training (Manager approval required)401k with up to 4% matching
Responsibilities:
Interact with customers in a professional manner responding to technical issues.Maintain the highest level of customer satisfaction.Perform general maintenance, including software updates, server maintenance, and general troubleshooting of applications.Perform software and installations remotely.Provide remote troubleshooting.Network troubleshooting.Account creation and administration in O365/Azure and on Prem AD.Administrating SharePoint, OneDrive, and Microsoft Teams, including Voice.Microsoft O365 policy creation and rollout.Administrating Gsuite.Develop and create documentation and support material.Complete projects in a team environment.Complete tickets escalated from Tier 1 support.Requirements
Required Experience:
A degree in a technology field or 3 years' experience in a similar position.Experience with Helpdesk applications (Jira/Confluence/Halo).Minimum Qualifications:
Strong knowledge of networks and firewalls.Proficient knowledge of O365 and Gsuite.Ability to maintain windows server 2012-2022.Understanding of Windows registry, NTFS permissions, and OUs.Understanding of Next Gen Antivirus. (Cylance, Defender ATP)Strong communication and collaboration skills.Ability to easily adapt to and learn new technologies.Possess positive, professional interpersonal skills.CompTia A+ CertificationMicrosoft MS900 CertificationRequired skills:
Excellent customer service and phone skills.Ability to work in a fast-paced, ever-changing environment.MSP or Multi-Tenant IT support experience.Experience with Mac and PC.Experience with RMM tools.Benefits
Benefits :
Competitive salary based on experience and qualifications.100% health care coverage for employees included.Opportunities to take courses to advance certifications, paid for by Edge.Fun working environment and supportive culture.Coffee and snacks provided in the officePaid vacation, paid holidays, sick timeTeam lunches are provided every Tuesday5K annual allowances for training (Manager approval required)401k with up to 4% matching