Level 2 Remote Desktop Support Technician

$45,000 - $50,000/Yr

Advanced It Concepts - Houston, TX

Full-time - Mid Level

Houston, TX

Professional, Scientific, and Technical Services

About the position

The Level II Remote Desktop Support Technician role is designed for an experienced individual to provide technical assistance to clients in a fast-paced environment. The technician will be responsible for troubleshooting, installing, and upgrading hardware and software systems remotely, ensuring prompt and accurate customer service to enhance client satisfaction.

Responsibilities

• Record tickets using Zendesk Ticketing System regarding hardware, software and networking requests
• Walk users through troubleshooting/installing applications, computers and peripherals remotely
• Guide users with simple, step-by-step instructions
• Ask knowledgeable, targeted questions to diagnose problems
• Research & Test alternative solutions until an issue is resolved
• Support users via phone, email and chat
• Assist in creating or managing documentation for our knowledgebase or for client use
• Escalate Urgent/Unresolved issues to the next level of support when required
• Continued improvement on technical knowledge from in-house and 3 party training sources.

Requirements

• Two or more years Helpdesk, Desktop, Remote Support Technician experience or similar role
• Experience supporting users in Windows OS, Windows Terminal Server or MacOS environment remotely
• Excellent verbal and written communication skills
• Working knowledge of standard office hardware and computer peripherals, like printers, switches, and scanners
• Knowledge of network security best practices and antivirus, antimalware applications
• Ability to troubleshoot user issues remotely with or without remote tools, providing clear instructions
• Excellent problem-solving and multi-tasking skills
• Customer-centric and team-oriented attitude
• Ability to manage workload in a fast paced/dynamic environment
• Self-motivated and willing to learn new skills and practices based on our clients' needs.

Nice-to-haves

• WatchGuard (or similar firewall devices) troubleshooting experience
• Microsoft 365 Certifications
• Network +, and/or Security+ certifications
• MSP, MSSP or multi-client environment experience preferred
• Microsoft 365/Azure AD troubleshooting experience.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance