Service Desk Technician II

About the role

The Service Desk Technician II plays a crucial role in maintaining the seamless operation of Watchtower Security's nationwide network video systems. This position requires a high level of technical expertise, problem-solving skills, and a proactive approach to resolving issues.

Responsibilities

• Conduct comprehensive virtual troubleshooting to diagnose network connectivity issues in a Linux-based environment, and identify malfunctioning or damaged equipment at client sites.
• Evaluate escalated tickets and develop strategic plans for on-site resolutions, collaborating with technical teams and field personnel.
• Take scheduled service calls with field technicians and subcontractors, providing expert guidance and managing the implementation of physical resolutions.
• Utilize the inventory management system to accurately procure necessary equipment and parts for physical resolution needs, coordinating closely with our logistics team.
• Manage and monitor the inventory of all subcontracted partners, ensuring availability and accountability of equipment.
• Use the ticketing system to review previous troubleshooting efforts, meticulously document all current actions, outcomes, and site-specific notes for ongoing client support and historical reference.
• Audit client site documentation to identify inaccuracies or missing information and create detailed tickets for necessary corrections.
• Perform accurate administrative data entry related to service tickets, inventory, and project status.
• Fulfill other tasks as directed by Department Leadership to support overall service operations and strategic initiatives.

Qualifications & Skills

• Proven experience virtually monitoring, troubleshooting, and diagnosing professional network equipment (e.g., Lights-Out Management).
• Comprehensive knowledge of computer hardware, including desktops, laptops, networking equipment, and analog/IP surveillance cameras.
• Proficiency with Linux operating systems and command line interface.
• Extensive experience in remotely installing, configuring, and managing network equipment (routers, switches, wireless radios, cameras, etc.).
• Experience with Google Workspace and Microsoft Office 365.
• Exceptional problem-solving skills, with a passion for hands-on technical challenges in a fast-paced work environment.
• Excellent written and verbal communication skills, with active listening abilities.
• Strong decision-making skills and a very detail-oriented approach to tasks.
• Strong team building, customer service, and interpersonal skills.

Pay

$45,000 - $60,000 annually