Support Technician II

Job description

Location: Scottsdale,Arizona,United States Job Purpose: Join a 30 year IT firm based in Louisiana with clients throughout the US in the SMB and Enterprise space. Our progressive and unique approach to managed services keeps our teams focus on proactive issues and not on putting out fires. Responsible for providing Tier 2 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 2 or Higher 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 co...