About this role

This role involves providing technical support to clients both remotely and on-site, troubleshooting hardware, software, and network issues, and maintaining documentation to ensure smooth IT operations.

Key Responsibilities

Provide Tier II troubleshooting support
Diagnose and resolve escalated issues
Troubleshoot hardware, software, and network problems
Perform on-site troubleshooting at client locations
Document actions, findings, and resolutions

Technical Overview

The technical environment includes Windows-based systems, Active Directory, Microsoft administration tools, ticketing systems, and remote support platforms, with a focus on customer service and issue resolution.

Ideal Candidate

The ideal candidate is a mid-level IT support technician with at least 4 years of experience providing remote and on-site technical support. They possess strong troubleshooting skills, familiarity with ticketing systems, and excellent communication abilities to deliver professional customer service.

Must-Have Skills

4+ years of experience in Help Desk or Technical SupportHands-on remote and on-site technical supportTroubleshooting hardwaresoftwareand network issuesExperience with ticketing systemsStrong troubleshooting skills

Nice-to-Have Skills

Experience in MSP environmentFamiliarity with Active DirectoryMicrosoft administration applicationsRemote support toolsIT certifications

Tools & Platforms

Ticketing systemsRemote support toolsMicrosoft Office 365Admin CenterRMM tools

Required Skills

Help Desk SupportRemote troubleshootingHardware troubleshootingSoftware troubleshootingNetwork troubleshootingActive DirectoryMicrosoft administrationTicketing systemsMSP environmentRemote support tools

Hard Skills

Help Desk SupportRemote troubleshootingHardware troubleshootingSoftware troubleshootingNetwork troubleshootingActive DirectoryMicrosoft administrationTicketing systemsMSP environmentRemote support tools

Soft Skills

Customer serviceCommunicationProblem-solvingCollaborationAttention to detailDocumentation

Industry & Role

Industry Technology

Job Function IT support technician providing remote and on-site technical troubleshooting and customer service

Keywords for Your Resume

Help Desk SupportRemote troubleshootingHardware troubleshootingSoftware troubleshootingNetwork troubleshootingActive DirectoryMicrosoft administrationTicketing systemsMSP environmentRemote support toolsIT supportCustomer serviceTroubleshootingDocumentationOn-site support

Deal Breakers

Less than 4 years of relevant experience, Lack of hands-on remote/on-site support experience, No familiarity with ticketing systems, No experience with Active Directory, Unwillingness to work on-site in Tampa

Tier II Help Desk Technician (On-Site and Field Support)

Get matched to jobs like this