IT Service Desk – Tier 2
Join BetterPros as an IT Service Desk – Tier 2. Apply now!
Description
Is helping others your true passion? Are you comfortable in a fast-paced, results-driven environment? Are you seeking an opportunity to demonstrate your strong analytical and problem-solving skills? Our US-based client needs you ASAP! Apply now.
BetterPros unlocks human potential by offering competitive compensation, flexibility, constant learning and growth, and the opportunity to work anywhere you want with one of our +130 active clients across the United States
What you’ll do:
- Respond to incoming service desk requests via phone, email, and chat.
- Provide first-level contact and convey resolutions to customer issues.
- Escalate unresolved queries to the next level of support.
- Properly log all incidents and service requests.
- Diagnose and resolve technical software, hardware, and basic networking issues.
- Guide users through step-by-step solutions in a clear and concise manner.
- Collaborate with team members to ensure smooth and efficient support operations.
- Create and maintain technical documentation and contribute to the knowledge base.
- Adhere to all company policies, especially regarding data security and privacy.
What you must have:
- Proven experience as a service desk technician, IT help desk technician or relevant position.
- Strong knowledge of Microsoft products, including Windows OS, Office/M365, and Azure.
- Familiarity with both on-prem Active Directory and Azure AD.
- Ability to administer Teams, SharePoint, and Outlook.
- Ability to diagnose and resolve technical issues promptly.
- Ability to diagnose and resolve basic networking issues involving connectivity, VPN, and IP configuration.
- Ability to diagnose and resolve issues involving network printers.
- Excellent communication and problem-solving skills.
- Familiarity with remote desktop applications (Ninja, ConnectWise, RDP).
- Familiarity with service desk applications (Jira, ServiceNow).
- High degree of professionalism, especially when handling user issues.
- An advanced English level.
- CompTIA: A+ or Net+ or Sec+.
- CCNA.
- Microsoft 365 Certified: Fundamentals.
- Microsoft 365 Certified: Endpoint Administrator Associate.
- Microsoft 365 Certified: Teams Administrator Associate.
- Microsoft 365 Certified: Azure Administrator Associate.
- Microsoft Certified: Security Operations Analyst Associate.
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- ITIL 4 Foundation
Certifications:
Required (2 of the following):
Desirable:
We’ve got the opportunity, you’ve got the talent.
We want to hear from you!
