Service Desk Analyst Tier 2
\nLocation: Hybrid - Edmonton, AB
\nOpportunity at Microserve
\nPosition Overview:
Microserve is seeking an enthusiastic Service Desk Analyst - Tier 2 to join our team. The Service Desk Analyst, Tier 2 is the second level escalation path for Tier 1 support often involving onsite support at numerous client locations. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff, provide user support to both local and remote users, maintain system documentation, and contribute to IT projects as required. Individuals applying for this position must be able to multi-task, have a strong attention to detail, a professional demeanor, and be able to adapt to a growing and changing environment. Candidates residing in the City of Edmonton will be given preference for this role as recurring onsite visits to clients are required.
\n\n
\nResponsibilities:
Handling ticket escalations from Tier 1 and other technicians, through to resolution.
\n\t\n\tTroubleshoot difficult or time-consuming issues on PCs, laptops, peripherals, printers, mobile devices, and Office 365.
\n\t\n\tCompleting root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements.
\n\t\n\tProactively communicating ticket status and updates directly to clients.
\n\t\n\tProactively assisting with training of existing and new members of the team.
\n\t\n\tAssist with solutions on escalated tickets, update knowledge base and use the opportunity to mentor the team and reduce escalations over time.
\n\t\n\tDocumenting SOPs and issuing resolutions in our documentation system.
\n\t\n\tAssisting with overall help desk tickets when time allows.
\n\t\n\tA willingness to work flexible hours when required to meet client deadlines, with most work being within service hours from 6 am to 6 pm PCT.
\n\t\n\tTracking time and submitting time sheets for work completed through Connectwise.
\n\t\n\tVisit client sites when required, to discover issues and/or root causes to physical components, perform install/move/add/change requests, or complete issue resolution.
\n\t\n\tConsistently display superior customer service skills and telephone etiquette.
\n\t\n\tQuickly assess and troubleshoot complex problems and device effective solutions.
\n\t\n\tPerform work in a high-pressure team environment.
\n\t\n\tIncident management (logging incidents, managing workload, documenting support issues).
\n\t\n\tActive directory user management (inventory, repairs, configuring new machines).
\n\t\n\tTroubleshooting and maintenance of IT hardware (iOS devices and Windows).
\n\t\n\tAudio visual support (projectors, video conferencing, Zoom/Teams for Business).
\n\t\n
\nRequirements:
Minimum 2-3 years of experience in IT Service and Support industry.
\n\t\n\tAt least two professionally recognized certifications (A+, Network +, Security +, Microsoft, Cisco, etc.).
\n\t\n\tSetup and configuration of VM, troubleshooting.
\n\t\n\tTroubleshooting experience with: Network administration and Windows 10 OS.
\n\t\n\tMust have excellent verbal and written communication skills.
\n\t\n\tIntermediate to proficient knowledge of MS Office applications; Office 365 support experience.
\n\t\n\tStrong interpersonal skills with a polished and professional manner.
\n\t\n\tThe ability to deal with all levels of management.
\n\t\n\tExcellent organizational skills with motivation, self-direction, and good time management skills.
\n\t\n\tThe ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy, and excellent attention to detail.
\n\t\n\tValid Class 5 License and vehicle in good working condition.
\n\t\n\tAbility to work in a remote setting.
\n\t\n\tAbility to work onsite at various client sites as required.
\n\t\n
\nAdditional Skills or Assets:
Experience with ConnectWise, ITGlue, PowerBI.
\n\t\n\tExperience with SolarWinds RMM tools (N-able).
\n\t\n\tExperience with Windows Virtual Desktop, Remote Desktop Services, or Citrix environment is advantageous.
\n\t\n\tPrevious MSP experience would be greatly valued
\n\t\n
\nCorporate Responsibility
Employee will understand, meet, and live our core values
\n\nWe Sweep Floors, Openness, Flexibility, Not Stuffy, Customer Driven
\n\n
\nAbout Us
Microserve is an industry leading provider of IT services and solutions to Canadian organizations. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, and we’re one of the largest technology solutions providers in Canada. Our 30+ years of continued success and growth stem from our commitment to long term client relationships, adaptability to continuous changes in the IT industry, and our amazing people.
\n","id":6079,"title":"Service Desk Analyst Tier 2"}]}