Level II Technician - Amplify Recruiting

General Description

The Level II System Engineer will report to the Office Administrator and Technical Director. The Level II System Engineer will work on service tickets assigned by the Service Coordinator.

• Work will be done remotely or onsite supporting desktops and user issues via phone, email and remote access tools
• All work must be documented upon completion of task
• Help Desk Technician must also assist in maintaining customer network documentation
• Alert Service Coordinator and Service Manager as appropriate for escalation and emergency service
• Follow company procedures for documenting time and service
• Communicate with clients as needed to resolve support issues
• Participate in meetings
• Relay client requests for purchase of additional services or equipment to Service Coordinator or Purchasing coordinator as directed
• Always maintain positive client relations, reporting any potential client dissatisfaction to the Service Coordinator

work experience requirements / SKILLS / QUALIFICATIONS

• Ability to pass test demonstrating strong written and verbal communications skills

• Two-year degree in computer related discipline or equivalent IT support experience
• Ability to pass vocabulary test on current business hardware, software and mobile devices
• Ability to work as scheduled sitting, using a keyboard, and speaking on the phone

• IT-related certifications a plus
• Minimum 3 years direct helpdesk experience is required

Essential Duties

Work on assigned Service Tickets

75%

Client Communications

20%

Other duties as assigned including Meetings and Training

5%

Measurements of Accountability

• Works 100%of assigned Service Tickets properly in accordance with company policies and procedures
• 100% of unresolved Service Tickets are escalated and reported to Service Coordinator
• Customer satisfaction greater than 95% per survey responses
• 100% compliance with Time Entry and other documentation requirements
• Achieves or makes substantial progress towards other goals as assigned

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or veteran's status.

Applicants with a disability or a disabled veteran may request a reasonable accommodation if he/she is unable or limited in his/her ability to access job openings or apply for a job on our website as a result of his/her disability. The applicant may request reasonable accommodations by contacting us at 317-661-1740.