Tier 2 Service Desk Technician

Responsibilities

• Receiving and documenting major incident and request management issues supporting United Parks & Resorts, including Corporate and all park locations.
• Monitoring SEA systems for equipment failure, errors in performance or hardware failures.
• Providing mentorship of TIER 1 personnel, communication with the user population via telephone or email, creating, adding to, or modifying the issue or request in the service management system.
• Conducting Level II and some Level III triage, and escalating to TIER 3 as required in accordance with established Service Level Agreements.
• Providing project support, configuration management, and application monitoring support as required.
• Participating in problem management operations.
• Providing desktop support and assistance with Microsoft Office products.
• Performing passive and active network and enterprise monitoring and initiating appropriate responses as required.
• Providing exceptional and professional customer service to our internal customers.
• Logging all contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool.
• Troubleshooting, diagnosing, and resolving application issues following standard operating procedures and using knowledge support tools.
• Researching and developing resolutions for problems that are presented, and when necessary escalating to the appropriate escalation partners or internal management or subject matter experts.
• Developing strong relationships with client and escalation groups in order to ensure forwarded requests are completed in timely and efficient manner.
• Providing an escalation path for Level 1 analysts and providing coaching and mentoring on issues that do not need to be escalated.
• Primary contributor and reviewer of knowledge base.
• Participating in the development and maintenance of Service Desk procedures and documentation.
• Participating in ongoing training for service desk operations.
• Led and delivered on small or medium projects that may be assigned.
• Able to work varying shifts in support of a 24x7 operation.

Qualifications

• BS degree in computer science or related technical field OR a minimum of three years’ experience in a service desk or help desk environment in lieu of degree.
• Microsoft certifications are a plus.
• Positive Customer service oriented in potentially high stress scenarios.
• Significant knowledge of Active Directory required.
• Knowledge of Microsoft SQL scripting preferred.
• Available to cover On-call rotation one or two weeks a month.
• Experience working in a NOC and proactively monitoring software and hardware systems is a plus.
• Available to work onsite in Orlando, FL as needed.