Full-Time L2 Service Desk Technician for a Managed IT Services Company

Kotori Technologies, LLC is looking for a Level 1 Engineer for our Managed Services business. Kotori is a 12+-year-old company that focuses on phenomenal customer relationships and is looking for its newest team member.

Job Summary:

The Service Desk Technician is responsible for handling first-level support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

Basic Functions:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.

• Support of disaster recovery solutions.

• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.

• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

• System documentation maintenance and review in ConnectWise.

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.

• Fast turnaround of customer requests.

• Ability to work in a team and communicate effectively.

• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

• Escalate service requests that require engineer-level support.

• Responsible for entering time and expenses in ConnectWise as they occur.

• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

• Enter all work as service tickets in ConnectWise.

Knowledge and Skills Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, printing systems, and network systems.

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

• Diagnosis skills of technical issues.

• Ability to multi-task and adapt to changes quickly.

• Technical awareness: Ability to match resources to technical issues appropriately.

• Service awareness of all organization’s key services for which support is being provided.

• Understanding of support tools, techniques, and how technology is used to provide services.

• Typing skills to ensure quick and accurate entry of service request details.

• Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science or a related field.

• MBA/MS preferred but not required.

• 18 months of IT or related experience.

• A+ Certification

• Network + Certification

Conversational level English fluency with USA dialect required

Timing will be 8 AM to 5 PM EST, Monday to Friday

Please quote for monthly compensation.

Kemahiran: Komunikasi, Pentadbiran Rangkaian, Microsoft Office, Bantuan Teknikal, Khidmat Pelanggan

Tentang Majikan:
( 0 ulasan ) Sukher, India

ID Projek: #32665278

25 pekerja bebas membida secara purata $19/jam untuk pekerjaan ini

(37 Ulasan)
(57 Ulasan)

Hi, I am Network expert engineer and have vast experience in managing network and security. I have strong experience of network troubleshooting. I am interested in your job as my part time service. Please message me to Lagi

$20 USD / jam
(24 Ulasan)

Hello, Hope you are doing well. I have 6+ years of experience working with US IT MSP Clients. I have experience in RMM, Connectwise , Monitoring tools & Ticketing tools as well. Let's discuss further in chat.

$15 USD / jam
(12 Ulasan)
(5 Ulasan)

I have enough knowledge about switching routing LAN WAN VLAN network security website security data center architecture DNS server DHCP server domains and Active Directory please open chat for more consideration monthl Lagi

$15 USD / jam
(10 Ulasan)

Hi, I have 19 years of experience on server management. I have been managing Linux and Windows sever and providing 24x7 support. I will resolve all of your current problems and provide you these services as an ongoing Lagi

$15 USD / jam
(2 Ulasan)

I have total 9 years of experience in L1, L2, L3,IT Support, Active Directory administration,active directory migration, windows Server administration(2008,2008r2,2012, 2012r2,2016,2019) ,server maintainence and Patchi Lagi

$15 USD / jam
(1 Ulasan)
(2 Ulasan)

Hi, Just read your project description, you need an technical support engineer to provide technical support as per requirement including the tasks of WAN and LAN connectivity, routers, firewalls, and security, VPN, Te Lagi

$20 USD / jam
(2 Ulasan)

Hi. I am Jayaraj Narayanan and I am a DevOps Engineer as well as System Admin with 2 years of professional experience in System Administration and DevOps and System Admin. I am help to your project with low cost, I can Lagi

$15 USD / jam
(0 Ulasan)

Soy muy comprometido con mi trabajo, confiable, busco alternativas en varios proyectos y presento diferentes alternativas para una mejor calidad del producto y servicio en el que me voy a enfocar, trabajo arduamente pa Lagi

$30 USD / jam
(0 Ulasan)

Hi, I have 20+ years experience in IT field, i can handle daily basis issues like printing, network, internet, IP, server can't access, sharing drive not accessible, virus, firewall & security, Router, AP, related issu Lagi

$15 USD / jam
(0 Ulasan)

I want to work on this project and actively looking for the role. I have excellent learning skill and have experience for monitor and manage the network.

$15 USD / jam
(0 Ulasan)

Greetings, I have gone through your post and, I'm very confident to work on this project as I Have been working as a customer care and sales agent 2 years in Vodafone UK which is well known for its strict standards of Lagi

$20 USD / jam
(2 Ulasan)

I am a professional with more than 15 years of experience in the implementation and administration of servers, networks and firewalls. I have participated in various projects both in Argentina and in South America and Lagi

$23 USD / jam
(0 Ulasan)

Hello, I want to show my interest regarding Service Desk Support Full time position - I have 10 years of experience on different positions such as Helpdesk Lead, Network Engineer, System/Network Support. Addition to Lagi

$15 USD / jam
(0 Ulasan)

Hello this is Vishal, I have rich expertise in you are looking for, please ping me if you are willing to [login to view URL] is totally negotiable.

$20 USD / jam
(0 Ulasan)

Out of overall experience of 21 years, I have experience of around 9 years in Technical Call Center supporting US clients that includes 6 years with MS Premier and Professional Customers. Currently, I am supporting US Lagi

$20 USD / jam
(0 Ulasan)

My name is Walid Bensaad, I am 36 years old, I am married. I have always been passionate and hungry to learn more about IT, so after graduating from high school I decided to move on to National Institute Specialized in Lagi

$20 USD / jam
(0 Ulasan)