Tier 2 Support
- Review and work on all tickets assigned by dispatcher.
- Provide Technical assistance and mentoring to other Technicians.
- Tier 2 Technicians should have thorough understanding of ticket SLA, ticket types and their Sub-types.
- If ticket constitutes Tier 3 support, but a Tier 2 Technician feels they can resolve the fault, authorization must be acquired from Tier 3 member before attempting to work on faults.
- Ensure ticket response times are met as per client’s contractual SLAs.
- Tier 2 Technicians are expected to aid on Projects as and when required.
- Where tickets Type/Sub-type constitutes Tier 3 support, Escalation procedure must be followed. This will involve advising the Dispatcher that a ticket requires escalation from Tier 2. Once a ticket is escalated it will be re-assigned by the Dispatcher to Tier 3.
- Technicians are expected to identify more advanced trends and patterns of technical faults. In practical terms, these trends should be discussed with technical team and Manager, reducing help desk effort to repair recurring faults.
- Technical troubleshooting experience, includes Networking and small cabling.
- Certifications & Work History.
- Advanced Computer and operating system trouble shooting.
- Advanced Networking and troubleshooting.
- Advanced Help desk experience using ticket programs. 2+ years.
- Basic Project management and ownership.
- Advanced client application troubleshooting.
- Excellent documentation.
- Tier 2 Certifications/Qualifications.
- A+ certification or compatible years of service and demonstrative work history.
- Networking+ certification or compatible years of service and demonstrative work history.
- Security+ certification or compatible years of service and demonstrative work history.
- CCNA Cisco Certification or compatible years of service and demonstrative work history.
- Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.
- Knowledge with a plus Connectwise Manage, Automate and Control “Screen connect” a plus.
Help Desk Roles and Responsibilities
- Ensure help desk is manned always.
- Request additional support from Coordinator when necessary.
- Effective use of Resources.
- Through and effective escalation of issues requiring additional support.
- Communication – Right Time, Right Place.
- Role Model to Peers and Customers.
- Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.
- Behavior & Attitude.
- Attitude to colleagues and customers is professional, courteous and respectful always.
- Effective Communication.
- Provide clients with accurate, useful information always.
- Maintain upbeat, positive, can-do attitude.
- Every customer is important – make sure they feel that way!
- Tier 2 Technicians are likely to experience more aggressive client frustrations due to the nature of the faults being dealt with, and the severity of these to clients.
- Be mindful of potential problems and act quickly to mitigate these.
- All customer complaints should be reported to the Help Desk Manager.
Identify Sales Opportunities
- Pick up on client buying signals.
- Identify systems in need of upgrade or replacement.
- Forward Opportunities to Sales Board.
All Technicians in all support Tiers are expected to:
- Be thorough in the documentation of their work and time on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.
- Keep their Ticket Status’ up to date, reflecting the current state of the fault.
- Ensure tickets have up-to-date notes at COB of every day.
- Provide full documented handover to Manager ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.
- Client information and How to documents need to be recorded in Sunstate RMM application.
The above declarations are not intended to be an “All-Inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.