A Day In The Life of a Tier 2 Help Desk Technician We start off every morning with a virtual huddle. It's important for us to stay connected during these trying times. You'll always have the opportunity to make your voice heard, and this is one of the platforms you'll be able to do that. Once our huddle is finished, you'll dive into troubleshooting mode to help identify root causes of any unplanned issues our clients may encounter during their day. Our requests come in from a variety of platforms including calls, emails (through our ticketing system), and the client portal. Each interaction is an opportunity to work as a team and use your gifts for troubleshooting, documentation and task management. Additionally, you will help identify issues that need escalation, provide follow-ups to ensure client expectations are met and exceeded. You'll also be given opportunities to grow and evolve your own skillset. We believe strongly in building from within. Primary functions include: • Escalation point of contact for all client support calls • Handle escalated troubleshooting to understand client problems • Attempt to resolve or adequately diagnose problem • Create, update and close service tickets within our ticketing system • Ensure problems are resolved remotely or escalated appropriately • Support the development and success of the Helpdesk Team • Escalation of Tickets to Field Team for on-site support and resolution as appropriate Requirements Desired Skills, knowledge and experience • Microsoft Windows Server (current and supported versions) • VMware & Hyper-V (current and supported versions) • Windows Remote Desktop Server • Lenovo, HP, Dell, IBM, Server Hardware • Theoretical and Practical Application of IP Infrastructure and VLAN’s • Active Directory – Implementation and Maintenance • Enterprise Backup Solutions (Datto BCDR (Siris/Alto), StorageCraft, Veeam and Replibit) • Enterprise Antivirus Solutions (Webroot, ESET, Sophos) • Firewall and Router Configuration Experience • Cloud and Remote Backup Solutions • Preferred certifications: A+, Network +, Security +, CCNA, Microsoft Certs, Microsoft Certified Desktop Support Technician • Working knowledge of Office 365, Exchange, Active Directory, Networking, Windows OS’s to include XP, 7, 10, Server 2008 R2, 2012, 2012 R2 and 2016, as well as Azure. • One – two years customer service experience in a business-to-business environment • Strong organizational and communication skills • Proficient and fluent in English • Previous experience in a Managed IT Services environment Experience: • Ticketing System experience: Autotask PSA/Connectwise preferred • RMM Tool Experience: Datto RMM (Centrastage), SolarWinds, Labtech, etc. Benefits About WEBIT Services Based in Naperville, IL, we are a Managed IT Services Provider with a Team First mindset. Our uniqueness is rooted in our philosophy that you don't have to be big to be a great organization. There are many things that separate WEBIT from other organizations, but perhaps the most important is our commitment to transparency and our ethical commitment to Integrity. We practice Open Book Management which is the teaching of financial literacy and sharing of all our financials with the team. We do this because we are all in it together, as a Team, and everyone plays a part in the success we enjoy together in a growing, employee-owned organization. Benefits: • Company-paid Day-1 Health Insurance (BCBS) • Company-paid AD&D Insurance • Company-paid LTD & STD Insurance • Quarterly Company Bonus Program • Unlimited PTO • Annual Vacation Bonus • Employee-Ownership • Educational Assistance & Professional Development • Employee Assistance Program • Dental Insurance • Vision Insurance • 401k • Life Insurance • Travel Reimbursement • Outstanding culture of teamwork and camaraderie • and more... Additional Information: • Position Type: Full time, salaried • Salary Range: $50,000 - $70,000/yr • Unlimited PTO Eligibility: After 90 days • Employee Ownership Eligibility: After 1 year of service