Level 2 Support Engineer

About the role

FeatherShark is looking for a Level 2 Service Desk Technician to join our fast-growing team. This role is pivotal in managing escalated service requests, including troubleshooting advanced hardware and software issues, network problem resolution, and guiding clients in the optimal use of their IT systems.

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.

Requirements

• 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. Bonus points for network certifications.
• Familiar with server technology and virtualization.
• Be skilled with Google and Microsoft Office applications.

Qualifications

• A minimum of 2-3 years of experience in a technical support role. Experience at a service desk is a plus.

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