Level II Help Desk Engineer - Palmetto Technology Group, Inc.

SUMMARY: The Help Desk Engineer level 2 is responsible for second-tier support for PC and server
hardware and software, mobile devices, firewalls, network services, and any other technical issues that
might arise for our clients. The ideal candidate is enthusiastic, positive and possess great customer service
skills

JOB RESPONSIBILITIES:
Field incoming Help Desk requests via both telephone and work orders in a courteous manner.
Provide Level 1 & 2 Desktop / Server support
Work in fast-paced environment simultaneously handling multiple clients
Troubleshoot a wide range of software applications
Provide training and troubleshooting for Tier 1 support team
Utilize RMM and PSA platforms to maximum efficiency.
Maintain timely and accurate documentation of work performed.
Participate in the On-Call Rotation
Adhere to LSI company policies and best practices.

MINIMUM QUALIFICATIONS:
1 years of technical experience working with small to large business environments
Excellent customer service skills
Knowledge of basic network protocols (TCP/IP, DHCP, DNS, VPN, SMTP, etc.)
Working knowledge of Active Directory, Terminal Services, Hyper-V and Office 365
Able to lift 75 pounds (Servers, Computers, Network Hardware, Cabling, etc.)
Ability to work independently within a team based environment
Personal transportation and valid license required

PREFERED SKILLS
Desktop & Server Support OS Windows (All Versions)
eFolder Backup and Disaster Recovery solutions
SonicWALL / WatchGuard Firewalls
PSA – ConnectWise
RMM – LabTech

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