Full-Time L2 Service Desk Technician for a Managed IT Services Company
$15-25 USD / hour
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.
Project ID: #32665278
About the project
24 freelancers are bidding on average $19/hour for this job
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 More
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 More
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.
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 More
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 More
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 More
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 More
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.
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 More
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 More
Hi, I already checked your project details and I believe that I may be a great fit. Sincerely, Youssef Ellamai
Hi, I have over 3 years experience with system implementations, where providing L1 support was often part of my job. I performed such work with Oracle and SAP platforms in a consultancy company. Please let me know if I More
Hi I am a long timed tech, 20 years of experience doing IT works, Networking, Cloud Computing and now studying Cybersecurity. I would be glad to help you with your project.
I have a good experience for Adobe International Process and I did work which were supposed to be done by L2. Hit and exceeded department score for more than 5 months in a row
