Title
IT – Tier 2 Help Desk Technician
Description
Job Title: Tier 2 Help Desk Technician Company: 4EOS – Experienced Office Solutions Location: Fort Wayne, IN About Us: 4EOS is a premier Managed Service Provider (MSP) focused on delivering comprehensive IT support to businesses across various industries. We pride ourselves on our innovative approach, problem-solving skills, and teamwork. We are currently seeking a highly skilled Tier 2 Help Desk Technician to provide advanced technical support and guidance to our clients. Job Description: As a Tier 2 Help Desk Technician, you will serve as an escalated point of contact for customers experiencing more complex issues with IT systems, software, and hardware. You will be responsible for diagnosing and resolving technical problems, as well as escalating issues to Tier 3 support when necessary. Responsibilities: -Serve as the second point of contact for customers seeking technical assistance over the phone or email -Diagnose and resolve technical hardware and software issues -Research questions using available information resources -Advise user on appropriate action -Follow standard help desk procedures -Log all help desk interactions -Administer help desk software -Redirect problems to appropriate resource -Identify and escalate situations requiring urgent attention -Track and route problems and requests and document resolutions -Prepare activity reports -Stay current with system information, changes and updates Requirements: -Strong customer service and communication skills -Proven working experience as a Tier 2 Help Desk Technician or similar role -Strong knowledge of IT systems, networks, and relevant software applications -Excellent troubleshooting and diagnostic skills -Ability to handle complex and occasionally stressful situations -Certifications such as CompTIA A+, Network+, Security+ or similar are beneficial
Contact Name – Position – Email and or Phone
Tim Atz – Client Success Manager – tatz@4eos.com 260-490-7740
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