Service Desk Tier 2

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- Provide 24/7/365 level 2 support services to business customers/end users via ticketing system, chat platforms, phone calls and/or remote access

Responsible for investigating, analyzing, troubleshooting and resolving escalated incidents and requests from end users

- Perform level 2 service and change requests; ensure proper change tracking

- Troubleshoot network and platform issues from a server side perspective

- Primarily responsible for monitoring all business and infrastructure events

- Respond to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring.

- Manage groups of servers, perform system maintenance, detect and resolve issues arising from these alerts through approved procedures and workarounds

- Ensure proper escalation and coordination of critical events / incidents

- Primary point of contact of third party service providers who will be contacted for interconnections, issues, outages and troubleshooting

- Oversee different support channels within the shift to ensure all issues/requests/incidents are addressed properly

- Oversee general or global issues and ensure awareness among all relevant team members

- Collaborate with the team lead in other admin/operational tasks as needed (i.e. scheduling, training

and mentoring, providing performance feedback, etc.)

- Continuously update and maintain the teams knowledgebase and documentation

- Participate and is part of the team's continuous improvement activities


2+ years of relevant experience: Technical Support, Customer Service, or IT.

Excellent customer service and problem-solving skills.

Above average written communication skills.

Experience in desktop, network, and remote support.


Experience with SIP, VoIP, PBX, and dialer technologies.

Strong knowledge of TCP/IP LAN/WAN networking technologies.