Tier II Service Desk Specialist
NuAxis Innovations
- San Francisco, CA
- Permanent
- Full-time
- Responds and diagnoses problems through discussion with users and hands-on assistance.
- Provides on-site support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to tickets assigned by Tier 1.
- Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
- Documents, tracks, and monitor tickets to ensure a timely resolution.
- Provides second-tier support to users’ applications or hardware issues.
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
- Performs Moves, Adds and Changes (MAC)
- The ability to obtain at least one (1) of the following:
- Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2007 or later.
- Certifications in ITIL v3 Foundations
- Help Desk Institute's HDA* certification.
- Customer Service Representative Certification