Managed services technician 2 - desktop
Managed services operations
Summary
The managed services technician 2 –desktop is a technical role that is responsible for the triaging, diagnosis, resolution, and documentation of tier 2 complex desktop support incidents or service requests as an onsite dedicated resource for an ito customerThese include incidents and services requests that are escalated by mst 1 – desktop including high level issues related to hardware desktop support, windows operating systems, mac os, ios and microsoft office 365 for our clients within our 24x7x365 managed services operations businessThis role utilizes documented customer procedures, itil best practices, advanced technical skillsets, and soft skills in order to provide best in class service and a positive customer experienceThis position plays a critical role in customer satisfaction and retention through technical mentorship of mst 1 – desktop and key performance indicators focused on incident closure timeframes and slas
Primary duties and responsibilities
Assist vology ito customer at onsite locations with desktop technical issues via ticketing system related to desktop hardware support, windows operating systems, mac os, ios, microsoft office 365, active directory, and servers.
Communicate and gather necessary information from customer and team mates to understand current technical issues, diagnose issues to resolution, including utilizing remote access into user’s workstation to resolve issues.
Create a positive customer experience through the resolution of complex technical issues and completion of complex technical service requests escalated by mst 1 – desktop; escalate highly complex issues if unable to resolve as needed to team lead
Act as a technical mentor to mst 1 – desktop team, providing guidance and direction on various issuesTakes the lead on communicating with customers and service operations leadership when necessasary.
Document resolution notes, issues, communications, and steps taken to resolve, and current status through servicenow
Follow standard itil tier 2 best practices and procedures including escalation processes, notification processes, ticket documentation, and customer issue resolution processes
Education — experience — skills
2 - 4 years working in a technical environment with demonstrated experience in the following areas required to independently resolve complex issues:
Advanced office 365 administration
Advanced windows operating systems and domain architecture
Active directory (structure, hierarchy, org units, security groups, replication)
User creation and user permissions
Printers
Internet and browser issues
Desktop hardware support
Experience in the following areas strongly preferred: server management, azure, citrix
Certifications: office 365 fundamentals required; itil foundations, microsoft 365 modern desktop administrator associate, microsoft azure fundamentals preferred
Self-starter with the initiative, willingness, and maturity to be resourceful to overcome technical challenges independently
Desire to continue developing technically in order to troubleshoot issues and support our customers
Possess a passion for customer service and logical troubleshooting mindset
Collaborative ability and approach with teammates and customers
Possess strong verbal and written professional communication skills; ability to communicate technical terms in a way end users can understand
Ability to follow standard processes and procedures and establish new ones when necessasary
Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorirites
Periodic travel to various customer locations required
