• Position: Tier II Service Desk Engineer
• Location: Tucson, AZ
• Compensation: $60,000 - $80,000
• MSP experience

Job Overview:

We seek an experienced Tier II Service Desk Technician with exceptional people skills and a knack for solving technical challenges. This role serves as a key point of contact for our clients, offering high-quality support and ensuring client satisfaction. You will address and resolve intermediate-level technical issues, guide Tier I technicians, and escalate complex issues to Tier III technicians as necessary. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.

Responsibilities:

• Provide support for technical issues, troubleshoot hardware and software problems, and resolve issues promptly.

• Document all interactions, issues, and resolutions in our ticketing system.

• Communicate effectively with clients, providing updates and following up to ensure top-notch client satisfaction.

• Conduct regular system maintenance and updates for clients to ensure optimal performance and security.

• Assist with client onboarding and standardization projects as directed by project leads.

• Develop and maintain documentation, such as knowledge base articles, to streamline the support process and assist other team members.

• Facilitate client training sessions on software applications and IT systems to enhance their productivity and understanding.

• Perform data backup and recovery operations for clients as needed.

• Participate in regular team meetings to discuss ongoing issues, updates, and team progress.

• Engage in root cause analysis for recurring issues, developing long-term solutions to minimize their occurrence.

• Maintain a high level of technical knowledge and skills, keeping up with new industry trends and technologies.

Our Technology Stack:

• Helpdesk/Ticketing: HaloPSA

• Documentation: Hudu

• RMM: Intune / Immybot

• Networking: Meraki

• Email/Calendar/Voice/AD: Microsoft 365

• Security Cameras: Rhombus

• Door Access: OpenPath

Qualifications:

• 3+ years of experience in an IT service desk role or similar.

• Prior experience at a managed service provider is critical to understanding the fast-paced nature of the industry.

• Experience with Microsoft 365, Azure Active Directory, Intune, or other RMM agents.

• Client-oriented approach with a passion for delivering high-quality customer service.

• A self-starter who is eager to expand their qualifications.

• High level of attention to detail.

• Excellent verbal and written communication skills.

• IT-related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent).

Benefits:

• 401K Company Match – 4%.

• Health Insurance Premiums 100% Company Paid: United Health Care, Guardian Dental, Guardian Vision, Guardian Life Insurance.

• PTO - 80 Hours Per Year (Year 1).

• Company Paid Options for Continued Education, Certifications, and Training.