Apply on Employer Site

FeatherShark · 2 months ago

Level 2 Support Engineer

Chesterfield, MO

Full-time

Onsite

Entry, Mid Level

$28/hr - $32/hr

2+ years exp

FeatherShark is a Managed IT Services provider focused on serving Fire and EMS Agencies in the Midwest. They are seeking a Level 2 Service Desk Technician who will be responsible for managing escalated service requests, troubleshooting advanced hardware and software issues, and providing exceptional customer service.

Cloud ComputingInformation TechnologySoftware

Responsibilities

Provide escalated remote support to customers, via phone and email, in a timely manner

Troubleshoot and resolve advanced technical issues on computers, networks, and software

Answer questions and provide training for customers

Travel to client locations to resolve issues and install equipment

Provide "Wow" customer service, ensuring escalated issues are resolved promptly and accurately

Help develop front-line support procedures and documentation to make sure that service requests are resolved quickly and accurately

Be part of a stellar team and collaborate with teammates to ensure that we are providing great customer service

Train and build your skills

Qualification

Technical support experienceWindowsMac knowledgeNetworking technologiesGoogle applicationsMicrosoft Office proficiencyCustomer service skillsProblem-solving skillsCommunication skillsOrganizational skills

Required

Have excellent written and verbal communication skills and communicate 'in plain English' to clients

Be able to develop rapport and build relationships with clients

Have advanced skills in problem-solving and critical thinking

Be tenacious in providing great customer service

Have strong planning and organizational skills

Be able to accomplish amazing amounts of important work

Have a strong working knowledge of Windows and Mac computers

Understand TCP/IP, DNS, DHCP and wireless networking technologies

Familiar with server technology and virtualization

Be skilled with Google and Microsoft Office applications

4-year bachelor's degree or equivalent experience

A minimum of 2-3 years of experience in a technical support role

Preferred

Experience at a service desk is a plus

Bonus points for network certifications

Benefits

Competitive salary commensurate with experience

Eligible for overtime.

Support for ongoing certifications and training

7 paid company holidays plus an additional 15 days paid time off for your personal sick and planned out-of-office time

Medical, dental and vision insurance coverage available. The company pays up to 90% of employees and 50% of families premiums, depending on the type of health insurance plan you elect

Automatic enrollment in company-paid life insurance, short-term disability and long-term disability

401K plan available with company match