Job Abstract

KeyLogic is actively seeking a Senior Tier 2 Enterprise Support Tech who must be organized, logical, and understand how quickly resolve or enact necessary changes to address customer issues and requests. Our customers rely on these technicians to work through complicated and complex matters that are reported to the Service Desk and escalated from other technical support areas.

NOTE: Position is remote, but you must live within a 2-hour drive to Alexandria, VA.

JOB DUTIES:

· Investigate and troubleshoot Tier 1, Tier 2 and Tier 3 level technical issues reported to SMP queues, email and walkup, utilizing available knowledge and approved remediation tools

· Perform remote investigations, apply advanced troubleshooting and resolution of enterprise-wide issues, specific root causes, and report on technical information

· Contribute to the Knowledgebase system and maintain information within

· Contribute to team process, troubleshooting and efficiency improvements

· Participate in special project assignments, and commit support coverage and backup roles

· Provide on-site, in-person support when requested or required to do so

· Additional support responsibilities and duties to be assigned based on business need

REQUIRED EXPERIENCE:

Minimum of six (6) years of work experience in the computer field, with a minimum of three (3) years in a help-desk area, and two (2) years at a mid/senior level position, to include the following:

· 1 year of uninterrupted, high-volume; 5,000+ user Call-Center, with Tier 2 or higher experience

· 1 year of practical hands-on experience with the following: Microsoft Windows 10, Active Directory, RSA FOB, Permissions/Shares, and Drive Mappings

· Active Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, Network+, or equivalent

· Understanding of ITIL concepts, Service Desk, and Service Now (SMP) operational processes

DESIRED EDUCATION & CERTIFICATIONS:

Bachelor’s degree in computer sciences (or related technical field), related work experience and one or more of the following in active status: Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent.