Help Desk Support Analyst – Tier 2
We’re looking for a Tier 2 Help Desk Support In this role, you'll tackle more advanced issues that Tier 1 Support can't resolve, guide customers through complex troubleshooting, and work directly with hardware and equipment.
Key Responsibilities:
PowerShell Scripting
Network infrastructures: Managed network switches, firewalls, routers, wireless
* Server Environments: Windows 2008 R2, 2012, 2012 R2, 2016, 2019
* Server/Desktop/Cloud Backups: Familiar with installing, configuring, restoring, and troubleshooting with various backup tools
* Basic server administration, including add/remove users and groups, group policy management, configuration of file and share level permissionsProvide expert troubleshooting support to customers, stepping in when Tier 1 support needs assistance.
Work directly with hardware to diagnose and resolve issues, including broken or misconfigured equipment.
Escalate unresolved issues to Tier 3 support when necessary.
Follow internal support procedures and recommend process improvements.
Communicate clearly and professionally with customers, ensuring a positive support experience.
Maintain a secure and organized technical environment, including data, software, hardware, and workspace.
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