Technical analyst, support center (t2)
LocationUSA, Baltimore / Remote
The Tier II Support Center team serves as the escalation contact point for incidents and request from the Tier I support team and assist with inbound volume from both phone calls and emails. The Support Center team is expected to respond to incidents, or service request using the ConnectWise ticketing system and the Vonage phone system for all calls, emails, and voicemails.
Role and Responsibilities:
Provide Tier II technical support to customers
Assist Tier I team personnel by responding to questions
Monitor Tier II escalations queue and provide triage of all incidents and requests tickets to determine next steps in troubleshooting
Apply best practice troubleshooting techniques to identify problem, investigate cause, and recommend solution
Document incidents and requests in ConnectWise managed ticketing system, record actions, and follow up on deferred actions
Keep customers informed of progress and status of calls/tickets throughout resolution
Collaborate with customers and co-workers to diagnose and resolve problems
Ensure ticket queue has accurate statuses on tickets
Troubleshoot, analyze, resolve, track, escalate and document all incidents and request
Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate
Resolve customer issues within SLA MTTR timeframe or escalate for resolution following documented escalation procedures and process
Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps
Assist and participate on new projects from the Support Center Manager when assigned
Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs.
Maintain all Support Center metrics and KPIs
What you bring to the role:
A minimum of 4 years of experience in a Helpdesk / IT Support Center
Sound knowledge of computer hardware/software, mobile devices, operating systems, and network related technologies
Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
Must be customer focused and service oriented, attentive to details, with ability to multitask and act with professionalism always
Flexible schedule required Monday through Sunday
Microsoft Certified Professional, CompTIA A+ and/or HDI certifications are a plus
We offer:
Work with modern technologies
Opportunity for personal and professional growth
Paid vacation and sick leave
Reasonable reimbursement of taxi when working at night
