Help Desk Support Technician, Tier II (Onsite, Stamford, CT)

Responsibilities

• Handle second level support in Managed Services team.
• Respond, troubleshoot, generate and update service cases for BCS365 clients.
• Support enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.

Requirements

• Must be authorized to work in the U.S.
• This is a full-time, direct hire position.
• On-site: This is an on-site position, Monday through Friday, whether working at a client site or in our Stamford, CT office.
• Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages.

Qualifications

• Must have a Bachelor’s degree in computer science or related field.
• Minimum 4 years of IT experience, including previous MSP experience or experience supporting external customer base.
• Must have O365 Admin, Azure (AAD) and On-Prem AD experience.
• Familiar with Group policy and Conditional access policy (CA).
• Experience with ServiceNow and Automate RMM.
• Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology.
• One or more of the following certifications: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900.

Skills

• Exceptional customer service skills.
• Troubleshooting, solving problems and root cause analysis.
• Excellent organizational and time management skills.
• Ability to manage own workload while meeting team goals and business needs of the company.
• Potential to work and make timely decisions in a rapidly changing and uncertain environment.
• Troubleshooting ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting.
• Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services.