- Advanced troubleshooting skills for PCs, Macs, and mobile devices.
- Experience with hardware troubleshooting and remote wipe/reinstallation of OSX or Windows.
- Familiarity with alert systems (e.g., Zabbix, Sophos Ransomware, Ninja) and proactive response.
- Proficiency in Windows & OSX devices, iOS & Android devices, MS Office 365, Google Workspace, Azure, On-Prem AD.
- Knowledge of VoIP systems, POS Systems, Security Systems, and AV equipment is a plus.
- Excellent verbal and written communication skills.
- Ability to create, update, and effectively communicate ticket status and resolutions to customers.
- Organized, detail-oriented, dependable, punctual, and self-motivated.
- Proactive self-starter with the ability to manage multiple tasks simultaneously and meet deadlines.
- Professional appearance and demeanor with good judgment and discretion.
- Ability to lift to 50 pounds unassisted.
- Ability to stand for extended periods.
- Valid Driver's License with a clean record.
- Ability to travel into NYC and the Tri-State Area when needed.
- Addressing Tier 1 escalations.
- Handle customer calls and work tickets promptly based on a schedule.
- Assist in troubleshooting and take over ticket resolution when necessary.
- Working directly with a Service Coordinator
- Manage and prioritize incidents based on urgency and impact.
- Ensure timely resolution of escalated tickets.
- Advanced Troubleshooting:
- Examples of Applications: Password Managers, Google Workspace Suite, Microsoft Exchange, Office 365, Device Management Applications, Okta, Azure / Active Directory, KnowBe4, Adobe, CAD Applications, Sophos, Slack, Zoom.
- Operating Systems: Windows, OSX, Windows Server, Linux is a plus.
- Perform remote wipe and reinstall of OSX or Windows as needed.
- Hardware troubleshooting: Device Performance, Errors & Compatibility issues, Network Equipment.
- Ability to work within a framework and adapt to changing processes and procedures.
- Contribute as a valuable member of a growing team, actively participating in team meetings, sharing knowledge, and collaborating to achieve team goals.
- Training: Continuous investment in expanding your experience and knowledge.
- Support: A collaborative environment where every employee receives the attention and support needed.
- Experience: Ideal for someone with experience in tech services.
- Health insurance.
- Paid time off.
- Schedule: Monday to Friday + On-Call Rotation including weekends & holidays.
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Description
Job Description
Job DescriptionDescription:ADDA is partnering with an IT company that provides managed IT services for clients ranging from retail chains with 300 stores nationwide, to offices with 200+ employees, to manufacturing facilities. They offer consulting, design, technology implementation, cloud solutions, support, and maintenance. We are seeking an experienced Service Desk Analyst (Tier 2) with a strong technical background and a dedication to providing exceptional customer service. This role involves advanced troubleshooting, prompt ticket resolution, proactive support escalation, and collaboration with other IT teams in a dynamic MSP environment. The ideal candidate will possess excellent problem-solving skills, superior communication abilities, and a commitment to delivering top-tier customer service.
Qualifications
Experience: Minimum of 2 years in a Tier 2 or equivalent IT support role. Prior experience working for an MSP is a plus.
Technical Proficiency:
Communication Skills:
Attributes:
Professionalism:
Physical Requirements:
Travel Requirements
Responsibilities
Technical Support:
Incident Management:
Additional Requirements:
What Do You Get Out of This Opportunity
Benefits
This role demands commitment to excellence, proactive problem-solving, and dedication to continuous improvement in both technical skills and process efficiency. The successful candidate will play a vital role in maintaining the highest standards of service delivery within our high-paced MSP environment.
