Job Title:
Tier 2 Help Desk Engineer
Location:
Piedmont Technical Experts – Greensboro NC
Position Type:
Full-Time
Job Summary:
The Tier 2 Help Desk Engineer provides advanced technical support to users by resolving complex IT issues that cannot be addressed by Tier 1 support. In this role, you will work closely with Tier 1 support, escalating unresolved issues, and collaborating with other IT teams to ensure seamless resolution of problems. Your expertise will be essential in diagnosing, troubleshooting, and resolving hardware, software, and network issues, contributing to the overall efficiency and effectiveness of the IT department.
Key Responsibilities:
- Advanced Technical Support: Provide second-level support for escalated IT issues from Tier 1, including more complex problems involving network configurations, server maintenance, software conflicts, and hardware malfunctions.
- Problem Diagnosis: Utilize advanced diagnostic tools and methods to identify the root cause of IT issues. Troubleshoot and resolve problems related to operating systems, applications, and network connectivity.
- Incident Management: Take ownership of escalated tickets, ensuring timely and effective resolution. Collaborate with Tier 3 support and other IT teams when necessary, and follow up with users to ensure satisfactory resolution.
- System Maintenance: Perform routine maintenance tasks, such as patch management, updates, and backups. Assist in the implementation and deployment of new systems and software.
- User Support: Assist users with more complex technical issues, providing detailed instructions and guidance to prevent future occurrences. Offer training and support to Tier 1 staff to improve their technical capabilities.
- Documentation: Maintain detailed records of all support requests, troubleshooting steps, and resolutions in the help desk ticketing system. Contribute to the development and improvement of internal documentation and knowledge base resources.
- Project Assistance: Support IT projects by providing technical expertise in areas such as system upgrades, migrations, and new technology deployments.
Qualifications:
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent experience may be considered.
- Experience: 2-4 years of experience in an IT support role, with at least 1 year in a Tier 2 or similar advanced support position. Proficiency in troubleshooting a wide range of IT issues, including networks, servers, and software applications.
Skills:
- – Strong analytical and problem-solving abilities.
- Excellent communication skills, with the ability to explain technical issues to non-technical users.
- Experience with Windows and Linux operating systems, networking protocols (TCP/IP, DNS, DHCP), and enterprise software applications.
- Familiarity with virtualization technologies (VMware, Hyper-V) and cloud platforms (Azure, AWS) is a plus.
Certifications:
Relevant certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator, Cisco Certified Network Associate (CCNA), or similar are highly desirable.
Work Environment:
This position primarily operates in an office environment but may require occasional travel to client sites. Some on-call support may be necessary for critical issues.
Ability to lift and transport IT equipment (up to 100 lbs) may be required.
Why Join Piedmont Technical Experts?
Piedmont Technical Experts is a growing managed service provider, and offers a dynamic and supportive work environment where your technical skills will be challenged and developed. We provide competitive compensation, a comprehensive benefits package, and opportunities for career advancement. Join our team and help us deliver exceptional IT support to our clients.
How to Apply:
Please submit your resume and cover letter detailing your qualifications and interest in the Tier 2 Help Desk Engineer role to careers@piedmonttechnicalexperts.com and will be reviewed on receipt and qualified applicants will be contacted as a position opens.
Equal Opportunity Employer:
Piedmont Technical Experts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.