Tier 2 Enterprise Support Technician

Job Summary

A company is looking for a Junior Enterprise Support Technician - Tier 2.

Key Responsibilities

• Investigate and troubleshoot technical issues reported to SMP queues, email, and walkup
• Perform remote investigations and apply advanced troubleshooting for enterprise-wide issues
• Contribute to the Knowledgebase system and participate in process improvements and special projects

Required Qualifications and Education

• Minimum of six years of work experience in the computer field, with three years in a help-desk area
• One year of high-volume call-center experience with Tier 2 or higher support
• One year of hands-on experience with Microsoft Windows 10, Active Directory, and related technologies
• Active Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent
• Understanding of ITIL concepts and Service Desk operational processes