Proper Sky - Managed IT Services · 4 months ago
Support Desk Technician Tier 2
Abington, PA
Full-time
Hybrid
Mid, Senior Level
$60K/yr - $80K/yr
5+ years expProper Sky is a Managed IT Services company committed to delivering exceptional results for clients while fostering a collaborative work environment. The Support Desk Technician Tier 2 plays a crucial role in resolving complex technical issues, mentoring junior technicians, and contributing to process improvements to ensure a seamless IT experience for clients.
Cyber SecurityInformation ServicesInformation TechnologySoftware
Responsibilities
Assess Urgency and Impact of each problem to ensure the appropriate resolution timeline is achieved
Triage all assigned tickets in a manner that matches the urgency and impact to our clients organization
Diagnose and resolve complex end-user issues related to desktops, laptops, printers, and mobile devices
Troubleshoot server and network-related issues (DNS, DHCP, VPN, Active Directory, etc
Troubleshoot escalated support tickets from a Tier 1 technician
Identify root causes and implement permanent fixes
Provide remote and occasional on-site support for critical issues
Provide technical assistance and mentorship to Tier 1 and junior technicians
Escalate issues to Tier 3 or engineering teams when necessary, with detailed documentation
Identify root causes of escalated issues and ensure SOP’s are documented to ensure next-level support can resolve the issue if it repeats
Collaborate with project teams on migrations, upgrades, and deployments
Participate in team standups and knowledge-sharing sessions
Execute defined scopes of work based on engineering or service manager assignments
Provide status updates on assigned project tasks and collaborate closely with Project Managers, Engineers, and Service Managers
Identify risks or blockers during project execution and escalate appropriately
Maintain accurate and up-to-date documentation in ConnectWise, Hudu and the knowledge base
Contribute to internal process improvements and standard operating procedures (SOPs)
Flag recurring issues and propose solutions to reduce repeat incidents
Provide professional and empathetic communication to clients via phone, email, and ticketing systems
Ensure timely and accurate updates to clients on issue status and resolutions
Maintain customer satisfaction by meeting or exceeding SLAs and expectations for each problem you are navigating
Qualification
Required
5+ years of relevant hands-on IT support experience in a helpdesk, MSP, or technical support environment
ITIL Foundation 4 or higher
Strong knowledge of Microsoft 365, Azure AD, Exchange Online, SharePoint, Teams, and Intune
Proficient in troubleshooting Windows OS, servers, networking issues (DNS, DHCP, VPN, VLANs, firewalls)
Familiarity with backup systems, EDR platforms, and RMM tools
Strong verbal and written communication skills
Ability to manage multiple tasks and prioritize in a fast-paced environment
Self-starter with a continuous learning mindset
Team player with mentoring capabilities
Highly organized, detail-oriented, and customer-service driven
Preferred
Certifications such as CompTIA Network+/Security+, Microsoft AZ-104, Azure Administrator Associate and Cisco CCNA a plus
Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred
Benefits
Medical, dental, vision & long-term disability insurances
Generous sick, vacation, and paid time off
SIMPLE IRA + match
Career development opportunities
Unlimited snacks & weekly paid lunches
Regular company outings
Community volunteer opportunities
Company
Proper Sky - Managed IT Services
Elevate your IT and finally get freedom to focus.
11-50 employees
H1B Sponsorship
Proper Sky - Managed IT Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Early StageCompany data provided by crunchbase