About this role
Provide Tier 2 support to Marco Technologies clients through phone support and remote troubleshooting, while maintaining high client satisfaction. You will document issues and resolutions, escalate when needed, and proactively recommend improvements for network efficiency, performance, and reliability.
Key Responsibilities
- Provide technical support and remote help desk services to clients, escalating when necessary
- Review current systems and recommend improvements for efficiency
- Identify recurring issues and proactively recommend improvements
- Maintain client documentation and comply with service administrative procedures including time entry
- Perform other related duties as assigned
Technical Overview
The role focuses on help desk and administration work in a client environment, including troubleshooting and supporting network operating systems, applications, and services. You will use MS Office for collaboration and maintain precise service documentation and time entry.
Ideal Candidate
The ideal candidate is a mid-level Tier 2 IT Help Desk professional with at least 2 years of relevant experience providing phone support and remote troubleshooting for multiple client environments. They can maintain accurate client documentation, work effectively in a call center setting, and communicate clearly with both technical and non-technical users while improving network efficiency, performance, and reliability.
Must-Have Skills
phone supportremote troubleshootingremote help desk servicesadministration of network operating systemsapplicationsand services found in a client environmentMS Office applicationsstrong communication skillstime managementmultitaskingcall center environment ability
Tools & Platforms
Microsoft OfficeMS Office applications
Required Skills
remote help desk servicesphone supportremote troubleshootingclient documentationservice administrative procedurestime entrycall center environmentMS Office applicationsadministration of network operating systemsnetwork performancenetwork reliabilitymultitaskingprioritizing several tasks
Hard Skills
remote help desk servicesphone supportremote troubleshootingadministrationadministration of network operating systemsadministration of applicationsadministration of services found in a client environmentclient documentationservice administrative procedurestime entrybusiness collaboration toolsMS Office applicationsnetwork efficiency recommendationsnetwork performancenetwork reliabilityproactive recommendationscall center environment
Soft Skills
strong communication skillscommunicating with technical and non-technical end userscollaborative relations among all levels of an organizationcommitment to complete tasks from start to finishthoroughnessinitiativeself-starterproblem solvingflexibilityteam workpositive team spiritobjectivityopenness to others' viewswelcome feedbacktime managementmultitaskingprioritizing several tasksrecognizing and responding to changing priorities
Certifications
Preferred
MCSA (Microsoft Certified Solutions Associate)CMNACCENT (Cisco Certified Entry Networking Technician)CCA (Citrix Certified Administrator)VCAEMC-SABAISA+N+Security+
Keywords for Your Resume
Support Desk SpecialistTier 2IT Help Deskphone supportremote troubleshootingremote help desk servicesclient documentationtime entrycall center environmentend user requeststhird party business applicationstechnical and non-technicalMS OfficeMicrosoft Officeadministration of network operating systemsnetwork performancenetwork reliabilitynetwork efficiencyMCSAMicrosoft Certified Solutions AssociateCCENTCisco Certified Entry Networking TechnicianSecurity+CompTIA Security+A+
Deal Breakers
Must be able to provide phone support and remote troubleshooting, Must have solid understanding of administration of network operating systems, applications, and services in a client environment, Bachelor's degree and 2 years of relevant experience (or equivalent education/experience)
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