As a growing MSP, Box Lake Networks is seeking an experienced and detail-oriented Technical Support Specialist Tier II that can manage multiple priorities and follow through on projects to their completion. We are looking for creative thinkers that take great pride in the level and quality of their work and have a highly developed sense of customer service and interpersonal skills. We are looking for individuals that have high integrity, respect for all individuals (customers, vendors, and employees), solid communication skills, and strong critical thinking skills.
The Technical Support Specialist Tier II handles the first and second level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly or escalated as needed while maintaining client communication and satisfaction.
Responsibilities & Tasks
Providing a first point of contact for customers through our helpdesk, be that via phone, email, Chat, or ticket
Work with our clients and ask appropriate questions to determine the nature of the issue and escalate internally if needed.
Provide the client with remote troubleshooting and support.
Use our ticketing system to work with clients and resolve helpdesk tickets and service requests.
Review the RMM dashboard and apply remediation actions as indicated by our client-specific or company-wide processes.
Review regularly scheduled/automated actions as indicated by our client-specific or company-wide processes.
From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the Technical Support Specialist Tier II may be required to help with project delivery
Escalate tickets that require assistance from a higher level technician.
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
Identify, communicate and mitigate potential risks to the account engineer or client
Follow the schedule provided by the Director of Technical Services or Technical Support Specialist Tier III
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Identify opportunities for improvement and make constructive suggestions for changes.
Work with the other members of the help desk team to resolve issues and help clients.
Requirements
SKILLS AND ATTRIBUTES
A focus on problem solving and critical thinking
An ability to view a problem from the bigger picture and not just a quick-fix solution
Strong communications skills, both written and verbal, with clients as well as internal colleagues.
Experience handling technical service issues and implementing advanced troubleshooting methodologies.
Experienced support and working with Active Directory.
Experienced support MS Office Suite and Microsoft 365.
Moderate understanding of servers, networks, and cybersecurity and how they impact the overall operations of the clients’ business model.
Ability to participate and work in an on-call rotation.
Preferred
Experience using ConnectWise PSA and N-Able N-Central
Experience with BC/DR solutions such as Datto.
Experience with Sophos Solutions.
Experience providing support via remote tools.
Professional IT Certifications such as Microsoft, CompTIA, Cisco, or ITIL.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
PERKS
Competitive pay, commensurate with experience and ability
Three weeks paid vacation per year that rolls over year to year
Vacation amounts over 200 hours are paid out
Eleven paid holidays per year, including a floating holiday which can be used at any time at the employee’s discretion and your birthday
50% paid health, dental and vision benefits
Paid short-term and long-term disability benefits
Paid group life insurance and accidental death/dismemberment coverage
A proactive approach to ongoing training to help you develop life-long skills, including paid training and certifications
401K with match
CAREER GROWTH
For someone looking to progress their role, the Technical Support Specialist Tier II naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, and beyond. We are dedicated to employee growth and want employees to thrive and improve during their time at Box Lake Networks.
Company Description
Box Lake Networks is a Managed IT Provider based near Lexington, KY. For over 20 years, Box Lake Networks has sustained continual growth by building and preserving strong client relationships.
Box Lake Networks is a Managed IT Provider based near Lexington, KY. For over 20 years, Box Lake Networks has sustained continual growth by building and preserving strong client relationships.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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