KeyLogic is actively seeking a Tier 2 Enterprise Support Tech who must be organized, logical, and understand how to quickly resolve or enact necessary changes to address customer issues and requests. Our customers rely on these technicians to work through 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... more details
KeyLogic is actively seeking a Tier 2 Enterprise Support Tech who must be organized, logical, and understand how to quickly resolve or enact necessary changes to address customer issues and requests. Our customers rely on these technicians to work through 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 Service Now queues, email and walkup, utilizing available knowledge and approved remediation tools
Perform remote investigations, apply advanced troubleshooting and resolution of enterprise-wide issues, specify 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 three (3) years of work experience in the computer field, with a minimum of two (2) years in a helpdesk area, and two (2) years in a midlevel position, to include the following:
1 year of uninterrupted, high-volume; 1,000+ user Call-Center, with Tier 2 or higher experience
1 year of practical hands-on experience with two of the following: Microsoft Windows 10, Active Directory, RSA Authentication, Permissions/Shares, and Drive Mappings
Active Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, Network+, or equivalent is preferred
Understanding of ITIL concepts, Service Desk, and Service Now (SMP) operational processes
DESIRED EDUCATION & CERTIFICATIONS:
Bachelor’s degree in computer science (or related technical field) preferred, related work experience and one or more of the following in active status is preferred: Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent is preferred.
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