Tier 2 Help Desk Support Technical Roles and Responsibilities
Tier 2 Support
Review and work on all tickets as assigned.
Provide Technical assistance and mentoring to other Technicians.
Tier 2 Technicians should have a thorough understanding of ticket SLA, ticket types and their Sub-types.
If a ticket constitutes Tier 3 support, but a Tier 2 Technician feels they can resolve the fault, authorization must be acquired from Tier 3 members before attempting to work on faults.
Ensure ticket response times are met as per the client’s contractual SLAs.
Tier 2 Technicians are expected to go on-site as needed to resolve technical issues and install equipment.
Tier 2 Technicians are expected to aid on Projects and work out of town overnight when required.
Tier 2 Technicians are expected to be able to lift 50 pounds and work on a ladder when necessary.
Escalation
Where tickets Type/Sub-type constitutes Tier 3 support, an 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 the technical team and Manager, reducing help desk efforts to repair recurring faults.
Skill Sets
Technical troubleshooting experience includes Networking and small cabling.
Certifications & Work History.
Advanced Computer and operating system troubleshooting.
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.
Tier 2 Help Desk Support Technical Roles and Responsibilities
Skill Sets (con’t)
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.
Help Desk Roles and Responsibilities
Ensure the help desk is manned always.
Request additional support from the coordinator when necessary.
Effective use of Resources.
Through an effective escalation of issues requiring additional support.
Teamwork
Communication – Right Time, Right Place.
Role Model to Piers 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.
Customer Service
Effective Communication.
Provide clients with accurate, useful information always.
Maintain an upbeat, positive, can-do attitude.
Every customer is important – make sure they feel that way!
Complaint Handling
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.
Tier 2 Help Desk Support Technical Roles and Responsibilities
Documentation
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 every day.
Provide fully 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 the 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.
