Overview
We are seeking a Level 2 Engineer to join our Service Desk Team. This position will provide level 2 support to Intrinsic’s customers while maintaining excellent communication, technical support, and main level ticket tracking in an efficient and effective manner. If you have strong troubleshooting experience along with great customer service, apply today!
What you’ll do
- Remotely troubleshoot issues relating to computer hardware and software (typically Mac OS, Windows 10, Google G-Suite, Dropbox, etc.) with some networking and server support
- Remotely provision devices for work use by following specific guidelines
- Act as a point of escalation for customer interactions
- Responsible for hitting an SLA time of 10 minutes to initial response for each case handled.
- Provide quality customer support through thoughtful interactions with clients
- Troubleshoot hardware & accurately determine fixes
- Perform post-resolution follow-ups to help requests
- Research issues to resolve novel technical problems
- Implement and maintain operational documentation and procedures
- Complete technical and special projects as assigned
- Work as a team player by coordinating with cross-functional teams to resolve customer issues
Who you are
- College degree from an accredited four-year/two-year institution or relevant technical experience
- 2-3 years of relevant technical experience
- Exhibits professionalism and excellent customer service skills
- Experience with Mac and PC devices
- Ability to troubleshoot and diagnose faulty hardware
- Proficient in Microsoft 365 Suite and Google Workspace
- Experience troubleshooting network issues and some server administration
- Exceptional written and verbal communication skills
- Ability to work in an extremely fast-paced environment with real-time SLAs attainment
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Works well under pressure
- Strong problem-solving and analytical skills.
- Ability to multitask and prioritize tasks
Preferred Qualifications
- Previous experience working for a Managed Service Provider (MSP)
- Experience using Google (G-Suite), Okta, and SSO
- Experience using iOS and Android
- Proficiency with Office 365, Active Directory, and Azure AD management
- Proficiency with LAN/WAN – Switches, routers, firewalls (CCNA certification)
- Previous experience with NCentral or similar RMM technologies
- Experience using common Backup Server Solutions preferred
- Experience with anti-virus/EDR solutions
- Experience with Powershell in relation to Exchange/Azure
- Experience with Ubiquiti Unifi and Cisco Meraki Products
