This role provides value to Brinkster through proper management of Brinkster customers and infrastructure services. Leverage your professional network, and get hired. Provide Level 2 and Level 3 operational and technical support; via the telephone, using remote desktop tools or should the need arise by attendance to users at their place of work. Hiring IT Help Desk Technician job description Post this IT Help Desk Technician job description job ad to 18+ free job boards with one submission. 50 KB | 2 files | DOC, PDF. Start with identifying your needs and circumstances. Level 2 support – In my world , this is generally reserved for desktop, laptop, and other user device support but it may also share work with Level 3. lobName = jQuery('#clientInfoLOB').val(); Managed call flow and responded to technical support needs of customers. Because of the nature of the job, some companies may require their IT Support to undertake shift work. It support technicians perform various functions to keep computer systems in top working condition. We’ll get you noticed. }; }, 3000); The duties of an IT Technician include being a reference point for all IT related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties. Another way to think about the tiers is as a timeline: the higher the tier a problem is escalated, the more time (and perhaps resources) it will take to solve. // scroll to the Submit message if (typeof utag != "undefined") { Tier 1 personnel respond to requests received through email, web sites, or social media. if (validInput !== inputs.length) { If you are an employer and would like to talk to us about your current recruitment needs, if (clientId != undefined) { Resolve Incidents and Problems associated with End User Computer Equipment and Software, and provide break/fix support, advice, and assistance to Users. Technical Support Engineer job description. The Technical Support Analyst II gains exposure to some of the complex tasks within the job function. In contrast to traditional training, technical support typically focuses on helping with a specific user problem or issue. }, 500); return Tier I or Level 1, is the first support level accountable for basic issues. This Technical Support Engineer job description template is optimized for posting in online job boards or careers pages. Once you’ve established your support structure, consider how you can continue to support your support staff, so they can continue to create positive customer experiences: Tiered IT support is greatly enhanced by ITSM and software products that automate many of the functions provided by each tier, such as BMC Helix. Head over to our Help Desk Salary Guide for insights and trends. Helpdesk Level 1 Level 2 IT Support jobs now available. url: '/ajax/marketing-cloud/form-submit', // Submit }; return ""; jQuery('input[name="utmContent"]').val(gup('utm_content').replace(/\+/g, ' ')); Job Descriptions. Start a free Workable trial and post your ad on the most popular job boards today. 'event_label': jQuery('#eventLabel').val(), View current active eligible employment listings for Contra Costa County. View all our desktop support level 2 vacancies now with new jobs added daily! Provide technical assistance and support for incoming queries. Desktop Support Technician, Help Desk Analyst, Entry Level Technician and more on Indeed.com The support worker job description sometimes involves helping people with mental health problems; those recovering from addictions; persons with learning difficulties; and people with disabilities. // utag link push to trigger the Tealium event ©Copyright 2005-2021 BMC Software, Inc. jQuery(document).ready(function () { Tier 0 requires technical and marketing resources to create, maintain, and update product information. Read more. IT Support Technician Job Description Example/Template. Structuring your IT support around levels or tiers is useful for several reasons: With some variations, a typical IT Support infrastructure is usually organized around the following support tiers: Users retrieve support information from web and mobile pages or apps, including FAQs, detailed product and technical information, blog posts, manuals, and search functions. if (jQuery('#clientInfoLOB').val()) { Provided level 2 IT support to non-technical personnel within the educational department nationwide. Make sure to add requirements, benefits, and perks specific to the role and your company. Quickly resolving small or easy-to-manage issues, Establishing a timeline and protocol for harder-to-solve problems, Improving employee training, upward mobility, and retention, Obtaining feedback and suggestions for product development. Provided level 2 IT support to non-technical personnel within the educational department nationwide. Joe owns Hertvik Business Services, a content strategy business that produces white papers, case studies, and other content for the tech industry. Level 2 Technical Help desk Representative 03/2012 to Current APAC Customer Services – 131 Genesee St, Utica, NY 13501. For related reading, check out these resources: The Gartner Magic Quadrant for ITSM is the gold-standard resource helping you understand the strengths of major ITSM software vendors, insights into platform capabilities, integration opportunities, and many other factors to determine which solution best fits your needs. Opponents of tiered support sometimes cite employee boredom—solving the same problems repeatedly—or customer frustration, especially when the user realizes she knows more about the product than the help desk rep who’s trying to “help” her. Connect with her at http://www.chrissykidd.com. utag.link({ // Salary Guide form "thank you" pages url = window.location.href; } var results = regex.exec(url); function gup(name, url) { Technical Support Job Description Template. We are looking for a skilled Help Desk Specialist to provide fast and effective support to our clients. Occasionally directed in several aspects of the work. Apply Now To This And Other Similar Jobs ! Other companies may combine Tier 2 and Tier 3 functions, for example. jQuery("#formBody").hide(); type: 'post', Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications. This position will involve the ongoing Support and deployment of IT systems within Koorong and the Bible Society Australia family, as well as the chance to contribute with exciting new projects. Find and apply today for the latest 2nd Level Support jobs like IT Support Engineer, 2nd Line Support Engineer, Technical Support Engineer and more. This free IT support job description sample template can help you attract an innovative and experienced product manager to your company. 'tealium_event': jQuery('#eventTracker').val(), This group represents a part of ITIL Technical Management function and usually follows incident management activities. case 'candidate': // Hide the form and show the 'thank you' message Collaboration is an often proposed solution: the idea that a help desk ticket is assigned to a specific individual or group who either resolves the issue directly or shepherds the ticket (and its user) through the support system. Basic help desk resolution and service desk delivery. These postings are my own and do not necessarily represent BMC's position, strategies, or opinion. Level 2 Technical Help desk Representative 03/2012 to Current APAC Customer Services – 131 Genesee St, Utica, NY 13501. switch (confirmContactType) { jQuery('input[name="clientID"]').val('ID' + clientId); Must be technically capable and a self-starter with strong organizational and customer service skills. success: function () { We make the hiring process one step easier by giving you a template to simply post to our site. Developing a structure is the first step. Experienced and knowledgeable information technology professional with 5+ years’ experience seeks to contribute her training and acquired skills within a Tier-1 technical support … if (typeof OnetrustActiveGroups == 'undefined') { Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket. 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