SOS Technology Group

Helpdesk Level 2 Technician

Position Summary:

The Level 2 Helpdesk Technician is responsible for providing advanced technical support and administration for enterprise IT services. This role serves as an escalation point for complex issues, ensuring efficient resolution of technical problems while maintaining high levels of customer satisfaction. The technician will manage IT operations, including ERP support, server administration, network troubleshooting, and enterprise messaging services.

Key Responsibilities:

Technical Support & IT Operations

• Provide Tier 2 ERP support and administration, troubleshooting ERP-related issues and working with vendors when necessary.
• Manage IT server and service operations to ensure uptime and performance align with internal requirements.
• Respond to and track IT support tickets, ensuring timely resolution while adhering to Service Level Agreements (SLAs).
• Administer enterprise messaging services and related integrations, including email and collaboration platforms.
• Maintain domain services, certificates, and network topology, ensuring proper configuration and security.
• Act as an escalation point for unresolved Tier 1 access and support issues.
• Oversee desktop patching technologies and ongoing maintenance to ensure system stability and security.
• Perform server administration tasks, including system monitoring, configuration changes, and performance optimization.
• Support system implementations and integration projects, ensuring on-time and within-budget delivery.
• Serve as a backup to the Systems Engineer, supporting infrastructure operations as needed.
• Ensure compliance with information security policies, procedures, and controls to protect sensitive data.

Customer Service & End-User Support

• Provide advanced remote technical support to end-users for hardware, software, and network-related issues.
• Troubleshoot and resolve issues related to Active Directory, DHCP, DNS, Office 365, email accounts, password resets, and application installations.
• Perform basic network troubleshooting to diagnose and resolve connectivity issues.
• Escalate complex technical issues to higher-level engineers when necessary.
• Maintain detailed and accurate documentation of customer issues and resolutions in the ticketing system.
• Deliver exceptional customer service, ensuring clear and empathetic communication with end-users.
• Assist Tier 1 technicians by providing guidance, mentorship, and additional technical expertise.

Vendor & Process Management

• Manage relationships with third-party vendors to ensure smooth operations and issue resolution.
• Maintain company IT standards and processes through documentation and training.
• Continuously improve IT support processes by identifying efficiency opportunities and suggesting enhancements.

Qualifications & Skills:

Required:

• Bachelor's Degree in IT, Computer Science, or related field or equivalent professional experience.
• Working knowledge of Role-Based Access Control (RBAC) methodology.
• Expert-level proficiency in Microsoft environments, including Active Directory, DHCP, DNS, and Office 365.
• Strong understanding of antivirus technologies and endpoint security best practices.
• Experience with backup, restoration, disaster recovery planning, and protection strategies.
• Excellent problem-solving and troubleshooting skills with a keen analytical mindset.
• Ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Strong time management and organizational skills, capable of managing multiple projects simultaneously.
• Ability to work both independently and collaboratively in a team-oriented environment.
• High level of discretion and judgment when handling confidential information.

Preferred:

• Experience with Microsoft Dynamics AX, Microsoft CRM, and MS SQL Server.
• Strong project management experience, with the ability to handle multiple deadlines and priorities.
• Familiarity with ITIL best practices for service management and incident handling.

Key Performance Indicators (KPIs):

• Time to resolution: Average time taken to resolve tickets.
• Adherence to ticketing processes and procedures: Proper documentation and workflow compliance.
• Ticket completion rate: Number of tickets successfully resolved per day.
• Escalation metrics: Low percentage of tickets escalated beyond Tier 2.
• Customer satisfaction: Positive feedback and high satisfaction scores from end-users.

Why Join Us?

As a Level 2 Helpdesk Technician, you’ll play a critical role in maintaining and improving IT services within our organization. You’ll gain hands-on experience in server administration, security, and enterprise application support while working in a dynamic and collaborative environment. We value innovation, problem-solving, and a commitment to excellent customer service. If you’re looking for a challenging yet rewarding IT support role, we encourage you to apply!

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Please note:

The working hours are from 9AM- 5PM Eastern time

Paid overtime

US federal holidays

Fully remote