Help Desk L2 Tech In-Person Local to Buffalo, NY

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Department: Partner Support
Reports to: L2 Partner Support Facilitator
Recruiting Pay Range: $18.51/hr – $24.50/hr
Salary: No
Exempt: No

Summary: As one of the primary points of contact for MVP’s partners, the Partner Support Technician (Remote L2) is responsible for answering inbound tech support requests, either via phones, email, chat. Providing routine maintenance for a variety of different computer systems. This role will report to the L2 Team Facilitator.  This position requires someone with excellent time management skills, the ability to provide world class customer service in a fast-paced environment, and outstanding documentation skills.

Responsibilities:

As a Partner Support Remote L2 Technician, you hold a key role in the growth and success of our organization. You have a few primary responsibilities:

  1. Providing Level 1 & 2 technical support to MVP partners through service tickets
  2. Providing routine maintenance for a variety of different computer systems
  3. Providing excellent customer service
  4. Documenting time spent on each ticket within our ticketing system for proper billing procedures
  5. Respond to tickets in accordance with SLA guidelines

You will be accountable for:

  • Providing level 1 & 2 technical support to partners through a combination of phone calls and service ticket notes
  • Tracking all work in ConnectWise as it is completed and submitting accurate timesheets on a weekly basis
  • Ensuring our partners are receiving the excellent level of service MVP expects through regular communication with all teams within MVP
  • Thoroughly documenting solutions that you deploy, repair, or otherwise encounter that aren’t already documented
  • Embodying the MVP standard of Taking IT to 11!

To be successful you have:

  • Ability to adapt in real-time to fresh challenges and shifting priorities
  • Strong technical skills across a variety of IT disciplines
  • A positive attitude even in the face of challenges
  • Interpersonal, written, and verbal communication skills
  • Self-awareness of strengths and weaknesses; knowing when to ask for assistance or escalate
  • Ability to adapt working style and approach to effectively communicate with a diverse range of individuals
  • A true team-focused spirit, with a willingness to jump in and help your coworkers (we only have room for people who follow any thoughts of “that’s not my job” with “…but I’m happy to have the opportunity to help out my team”)
  • A collaborative, professional approach to building positive relationships across the organization
  • Drive to acquire and apply new knowledge or skills to continuously improve personally and professionally
  • Appreciation of a culture of empowerment and accountability to a team

Credentials and Experience:

  • 2 – 4 years of experience in a help desk situation
  • Expertise in Microsoft products, including Windows, Windows Server, Office and O365
  • Expertise in Active Directory users and computers, resetting, disabling, updating user accounts.
  • College degree in Information Technology, Computer Science, or related previous experience
  • Experience troubleshooting networking concepts including LAN/WAN topology, cabling, routing, and VPNs
  • Thorough knowledge of troubleshooting computers, networks, and printers
  • Base level knowledge of data backup and disaster recovery support and methodologies
  • Install and configure hardware and software
  • Familiarity with virtualization (VMWare, Citrix, Azure, AWS)
  • Working knowledge of wireless technologies
Nice to have:
  • Working knowledge of ticketing systems (Connectwise Manage, Autotask, Tigerpaw, etc.)
  • Working knowledge of RMM tools (Kaseya, Connectwise Automate, Datto RMM, etc.)

Promotion

  • At least four years work experience
  • Obtains relevant high-level certifications/training
  • Shows ability to work independently
  • Typical promotion would be to Partner Support Team 3, Professional Services Delivery Team, or Onsite Technician if performance dictates.

MVP is committed to creating an inclusive culture that encourages, supports, and celebrates a diverse workforce. We want all of our employees to feel respected, valued, and appreciated for who they are. It is our policy to provide equal employment opportunity in all employment practices without regard to race, color, religion, gender (including pregnancy), national origin, age, disability, genetic information, sexual orientation, marital status, military status, familial status, domestic violence victim status, gender identity or expression, as well as any other characteristic protected by law.

Contact Us Today!

If you are interested in this position, please send your resume and cover letter to careers@mvpworks.com!