Tier 2 Service Desk- Remote- 3rd shift

This position is remote, with the exception of the first 4 weeks of training, which will be onsite in Rock Hill, SC. We are prioritizing local candidates for this role and are not considering candidates who would need to relocate or travel for the training period.

Schedule: Sunday – Thursday night - shift hours will be 9PM – 6AM.

Summary:

The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues. They are responsible for identifying, researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics.

Education and Qualifications / Skills and Competencies:

Education Level : Minimum Requirement: Associate degree in information technology or equivalent

Years of Experience: 3-5 years working experience in a Service Desk Role

Skills and competencies:
• Networking Skills:
• Basic Network Administration
• Basic Network configuration troubleshooting
• Knowledge of hardware and software
• Protocol and OS Knowledge:
• Experience with Windows operating systems.
• Experience with IOS and Android OS required
• Familiarity in browser technology
• Experience in VOIP systems (telephony)
• At least 3-5 years’ experience in providing remote phone and desktop support.

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