Job Overview:
The Senior Help Desk Technician works directly with the manager to ensure the following: SLA goals are met, processes and procedures are followed, and serve as the primary escalation point for advanced tickets from Tier I and Tier II.
Responsibilities/Job Functions:
Assist the Supervisor with daily processes at the help desk.
Troubleshoot and resolve computer-related issues with end users remotely and over the phone.
Proactively monitor tickets to prevent larger issues from occurring. Assign internal resources as needed. Watch for trends.
Resolve tickets escalated by Tier 1 and Tier 2 technicians.
Training, mentoring, and supporting T1/T2 Help Desk Technicians.
Holding weekly training sessions with the T2 Help Desk Technicians.
Handle infrastructure or server related tickets.
Escalate any unresolved tickets to the next escalation team as needed.
Monitor and fix issues related to customer backups.
Troubleshoot issues with VoIP.
Diagnose and fix Quality of Service issues related to VoIP.
Deploy new VoIP servers, and handle upgrades of old servers in the datacenters.
Perform operating system maintenance and scripting in CentOS.
Participate in ALL team meetings and required training/certifications.
Participate in team on-call rotation.
Meeting project deadlines.
Monitor and act on all SLAs levels and work with T2.
Minimum Qualifications:
Degree Requirement: 2 years.
2 Industry certifications gained within the last 3 years.
Years of Experience: 2 years in data and voice.
Strong knowledge of Linux.
Experience with Asterisk or FreePBX is very desirable.
Experience with advanced switching and routing is a plus.
Working knowledge of entry level routers and switches.
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