Position Title: Tier II Helpdesk Engineer

Status: Full Time Employee
Location: Kansas City, MO

PURPOSE  

The Tier II Helpdesk Engineer position is responsible for mid-level troubleshooting of workstations, peripherals, and hardware issues.  Responsible for troubleshooting operating systems and applications at the desktop level and intermediate level server and network support. 

                                                                                                                                                                                                                                                                                                                        ESSENTIAL DUTIES AND RESPONSIBILITIES

 1.  75% utilization of billable time providing remote and onsite support for client –  65%

2. Provide onsite client support in conjunction with service desk resources as needed – 5%

3. Collection and updating of client network documentation – 5%

4. Assisting with the onsite implementation of client projects in conjunction with T3 resources – 5%

5. Provide primary support for specific technologies such as backup and disaster recovery – 10%

6.  Other tasks – 10%                                                              

Total       100%

                                                                                                                                                                                                                                                                                  GENERAL DESCRIPTION

Tier II Helpdesk Engineers are responsible for providing exce[tional remote customer support to end users and resolving issues independently, accurately documenting time and tickets notes, and participate in available training to advance.

                                                                                                                                                                                                                                                                                  

MINIMUM REQUIREMENTS         

5 to 10 years technical support experience MCSE preferred (requirement upon employment)
Comprehensive knowledge of Windows Server Technology Experience supporting and troubleshooting LOB apps
AS or BS completed or in progress  Experience with PSA and RMM tools preferred
 Intermediate knowledge of TCP/IP, routing, LAN/WAN Comprehensive knowledge of MS Office products
Understanding of HTTP, DNS, FTP, SSH, HTML, XML, SNMP Exceptional written and verbal communication skills
Comprehensive knowledge of computer hardware Able to provide afterhours support and weekend implementation as needed

                                                                                                                                                                                                                                                                                    

MEASUREMENTS OF ACCOUNTABILITY

Reliability and promptness Management perspective on adoption of culture
Time entry goals and utilization  Training and advancement of certifications
Ability to perform technical duties  Client Satisfaction and customer service
Ability to prioritize and complete goals on time  

 

If you’re an energetic person in the Kansas City area looking for an exciting and rewarding career, contact us at careers@umbrella-ms.com.