Helpdesk Support Analyst-Tier 2
Summary
Tier 2 help desk support analyst who resolves escalated issues Tier 1 can't fix: PowerShell scripting, Windows Server administration, network infrastructure (switches, firewalls, routers, wireless), backups, and hands-on hardware troubleshooting, escalating to Tier 3 when needed.
Help Desk Support Analyst – Tier 2
We’re looking for a Tier 2 Help Desk Support In this role, you'll tackle more advanced issues that Tier 1 Support can't resolve, guide customers through complex troubleshooting, and work directly with hardware and equipment.
Key Responsibilities:
PowerShell Scripting
Network infrastructures: Managed network switches, firewalls, routers, wireless
* Server Environments: Windows 2008 R2, 2012, 2012 R2, 2016, 2019
* Server/Desktop/Cloud Backups: Familiar with installing, configuring, restoring, and troubleshooting with various backup tools
* Basic server administration, including add/remove users and groups, group policy management, configuration of file and share level permissionsProvide expert troubleshooting support to customers, stepping in when Tier 1 support needs assistance.
Work directly with hardware to diagnose and resolve issues, including broken or misconfigured equipment.
Escalate unresolved issues to Tier 3 support when necessary.
Follow internal support procedures and recommend process improvements.
Communicate clearly and professionally with customers, ensuring a positive support experience.
Maintain a secure and organized technical environment, including data, software, hardware, and workspace.