Job Description

Job Description

Job Description

OVERVIEW

As a growing MSP, Box Lake Networks is seeking an experienced and detail-oriented Technical Support Specialist Tier II that can manage multiple priorities and follow through on projects to their completion. We are looking for creative thinkers that take great pride in the level and quality of their work and have a highly developed sense of customer service and interpersonal skills. We are looking for individuals that have high integrity, respect for all individuals (customers, vendors, and employees), solid communication skills, and strong critical thinking skills.
The Technical Support Specialist Tier II handles the first and second level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly or escalated as needed while maintaining client communication and satisfaction.

RESPONSIBILITIES & TASKS

• Providing a first point of contact for customers through our helpdesk, be that via phone, email, Chat, or ticket
• Work with our clients and ask appropriate questions to determine the nature of the issue and escalate internally if needed.
• Provide the client with remote troubleshooting and support.
• Use our ticketing system to work with clients and resolve helpdesk tickets and service requests. 
• Review the RMM dashboard and apply remediation actions as indicated by our client-specific or company-wide processes.
• Review regularly scheduled/automated actions as indicated by our client-specific or company-wide processes.
• From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the Technical Support Specialist Tier II may be required to help with project delivery
• Escalate tickets that require assistance from a higher level technician.
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
• Identify, communicate and mitigate potential risks to the account engineer or client
• Follow the schedule provided by the Director of Technical Services or Technical Support Specialist Tier III
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Identify opportunities for improvement and make constructive suggestions for changes.
• Work with the other members of the help desk team to resolve issues and help clients.

SKILLS AND ATTRIBUTES
REQUIREMENTS

• A focus on problem solving and critical thinking
• An ability to view a problem from the bigger picture and not just a quick-fix solution
• Strong communications skills, both written and verbal, with clients as well as internal colleagues.
• Experience handling technical service issues and implementing advanced troubleshooting methodologies.
• Experienced support and working with Active Directory.
• Experienced support MS Office Suite and Microsoft 365.
• Moderate understanding of servers, networks, and cybersecurity and how they impact the overall operations of the clients’ business model.
• Ability to participate and work in an on-call rotation.

PREFERRED

• Experience using ConnectWise PSA and N-Able N-Central
• Experience with BC/DR solutions such as Datto.
• Experience with Sophos Solutions.
• Experience providing support via remote tools.
• Professional IT Certifications such as Microsoft, CompTIA, Cisco, or ITIL.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

PERKS

• Competitive pay, commensurate with experience and ability
• Three weeks paid vacation per year that rolls over year to year
• Vacation amounts over 200 hours are paid out 
• Eleven paid holidays per year, including a floating holiday which can be used at any time at the employee’s discretion and your birthday 
• 50% paid health, dental and vision benefits
• Paid short-term and long-term disability benefits
• Paid group life insurance and accidental death/dismemberment coverage
• A proactive approach to ongoing training to help you develop life-long skills, including paid training and certifications
• 401K with match

CAREER GROWTH

For someone looking to progress their role, the Technical Support Specialist Tier II naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, and beyond. We are dedicated to employee growth and want employees to thrive and improve during their time at Box Lake Networks.

Box Lake Networks is a Managed IT Provider based near Lexington, KY. For over 20 years, Box Lake Networks has sustained continual growth by building and preserving strong client relationships.

Company Description

Box Lake Networks is a Managed IT Provider based near Lexington, KY. For over 20 years, Box Lake Networks has sustained continual growth by building and preserving strong client relationships.

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