The Remote Tier 2 Helpdesk Support Technician position at Ledgent Technology is a pivotal role within the Managed Service Provider (MSP) sector, focusing on delivering exceptional technical support to clients. This position exists to ensure the efficient resolution of complex technical issues and to maintain high standards of service delivery. In the initial months, you can expect to familiarize yourself with the existing ticketing systems, understand client infrastructures, and develop relationships with both clients and team members. Your expertise will directly contribute to improving service desk performance and client satisfaction.
Key Responsibilities
You will effectively manage and resolve escalation tickets, conducting thorough root cause analyses to determine underlying issues and prevent recurrence.
The role requires maintaining a closure rate of 6-8 tickets per day, ensuring consistent and efficient service to clients.
Your technical skills will be put to use as you troubleshoot a variety of components including servers, switches, wireless networks, and firewalls, ensuring optimal performance.
Advanced knowledge of network infrastructure, especially with firewalls such as Sonicwall and Fortigate, will be crucial in addressing networking challenges.
You will utilize Remote Monitoring and Management (RMM) tools, particularly Datto and Huntress, to oversee client systems and proactively resolve potential issues.
Documentation will be a key part of your role, as you will be responsible for maintaining accurate records of all interactions and resolutions provided to clients.
Requirements & Qualifications
A minimum of 3-5 years of remote desktop support experience, specifically in an MSP environment, is required for this position.
At least 1 year of experience working as an escalation technician, demonstrating your ability to handle complex technical issues.
Strong familiarity with Windows 10/11 and Office 365 applications is essential for effective support.
Certifications such as COMPTIA A+ and Network+ are strongly preferred, showcasing your commitment to professional development.
Excellent communication skills are necessary to provide exceptional service and maintain positive client relationships.
What You’ll Gain
You will enhance your troubleshooting and technical skills, becoming proficient in advanced network configurations and support strategies.
This role offers significant exposure to the latest technologies and tools in the IT support landscape, including RMM tools and networking hardware.
Working in an MSP environment provides a unique opportunity for career advancement, with potential pathways into senior technical roles or management positions.
You will develop strong problem-solving abilities that are highly valued in the tech industry, equipping you for various future opportunities.
How to Apply
If you are interested in this exciting opportunity, please send your resume and contact number to Ledgent Technology. For direct applications, you can Apply here.
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