Support Technician II

Job description

Location: Baton Rouge,LA,United States Job Purpose: Responsible for providing Tier 1, Level 3 I.T. support services in our managed services division. You will be solving IT issues that are not able to be solved by our user support operations center utilizing Tier 2 and 3 resources as well and working directly with our client's IT staff and POC. Main Responsibilities: - Identify, isolate and troubleshoot level 3 I.T. related problems. - Respond to alert incident tickets and work with system administrators to solve any issues. - Assist Tier 1 Levels 1,2 support teams with user tickets and answer phones for Tier 2 support directly with client IT teams. - Log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to 2nd and 3rd level support teams and outside support vendors. - Follow up on requests according to Service Level Agreements. - Monitor the Service Desk ticketing system and ensure requests are logged correctly and within agreed timeframes - Experience with Remote Support and Monitoring tools such as Connectwise Automate (Labtech), Solarwinds, and Microsoft SCCM/Intune. - To analyze and where appropriate reproduce problems that have been...