Helpdesk Engineer II

Job description

Job Description: The opportunity ahead You will have the opportunity to provide first-line technical support to end users spread globally throughout US and EMEA. This role involves troubleshooting hardware and software issues, responding to service requests in a timely manner , and escalating complex problems to Level 2 or Level 3 support teams when necessary. The ideal candidate delivers excellent customer service while resolving technical issues efficiently with a focus on automation and AI mindset. ** This is a hybrid role which requires at least 3 days a week onsite ( sometimes 5) in our (brand new!) Framingham, MA office** **Applicants must have valid permanent work authorization in the U.S. (e.g., U.S. citizen, permanent resident). We are unable to offer visa sponsorship for this role. The v alue y ou’ll d eliver Provide first-line user support and manage tickets Troubleshoot level 1 hardware, software, and network issues. Manage user accounts and device setup (Windows/Mac). Support Microsoft 365, Teams, Zoom, and AV systems. Monitor alerts, document fixes, and maintain knowledge base . Escalate complex issues and follow ITIL processes. Collaborate with other teams and improv...