Proven IT Tier 2 Help Desk in Tinley Park, Illinois
Tier 2 Help Desk
Tinley Park, IL
The Tier II Specialist is responsible for vendor management and various managed IT support related to onboarding and ongoing technical maintenance and trouble-shooting support. This is the intermediate level of customer support. The Tier II Specialist has a broad understanding of the hardware, software and systems that the customer has on site and is required to understand the inner workings.
SPECIFIC RESPONSIBILITIES:Other duties may be assigned to meet business needs
Tier II aids support to the Proven IT Tier I team of Specialists which is the first line of support for our customer’s network and computer issues.
Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs or physically onsite to the customer’s organization.
Tier II uses and adds to a knowledge center for customer calls in Connectwise.
Tier II communicates and works as a team with Tier I and Tier III to solve a customer’s issues.
Tier II uses logic and knowledge to solve complex system and network problems
Tier II uses knowledge to assist in server administration, network backups, installs, and special projects
Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers workflow needs to get the customer up and working
Willing to gain certification on Proven IT products; software and hardware systems.
Maintain confidentiality of client’s sensitive information
Potential to work in Active Directory, Sonic Wall, Sofo, Cisco, Outlook and Exchange platforms
Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors
Job TypeTier II Specialist, MNS Department
Education2 Year Degree
ExperienceAt least 2 year(s)
Bachelor's degree in Computer Information Systems/MIS or other business related field.
Two plus years of experience working in the IT Tier I or Tier II field preferred
MCSA certified, CCNA certification
Strong knowledge of customer service
Expertise in Windows Servers, Microsoft Active Directory
Ability to work on a team
Must be a strong communicator with the ability to communicate effectively with a wide range of clients
Must possess solid analytical, communication and technology skills
Ability to multi-task variety of assignments while working under non-negotiable deadlines; strong attention to detail
Must maintain confidentiality of information
Excellent organizational and customer service skills
Must be a self-motivated individual with a willingness to understand and use new technology