Helpdesk Support Ii

**Job Description - **Help Desk Support I I**

System Soft Technologies is a leading technology company that provides innovative technical solutions and consulting services to enhance innovation, business value, and competitiveness. For over 20 years, our focus on becoming a trusted partner to each client has allowed us to become a $140MM+ company with a pool of over 800 associates who cover the full spectrum of IT expertise. We are distinguished by our ability to anticipate the unique needs of our clients and deliver a level of quality that far exceeds their expectations.

**Why System Soft Technologies?**

At System Soft Technologies, we are a family unit powered by diversity, inclusion, transparency, respect, integrity and passion for our clients and our people. Our business growth depends on your professional development, as we collaborate, share ideas and innovation, and invest in our future. By forging a meaningful partnership with our people, we come together with the same purpose, exceeding our goals. This keeps us nimble, ahead of the competition, and on top of our industry. Our continued success begins with you.

**Job Summary**:
We are looking for a competent Help Desk Support II to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

**Responsibilities**:

- Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems.
- Serve as technical leader, Tier2 escalation point.
- Escalate tickets to Engineering (Tier3) as needed.
- Monitor internal systems and remediate or escalate issues.
- Ownership of the IT ticket queues to ensure all IT tickets are assigned, addressed in a timely and effective manner.
- Develop and enforce request handling and escalation policies and procedures.
- Ensure that all processes used by the service desk are thoroughly documented, and regularly improved.

**Knowledge Requirements**:

- Extensive knowledge of Windows desktop 7/10/11
- Familiarity with Windows Server v2012-2019,Familiarity with Veeam Backup & replication.
- Desktop App experience installing and supporting Office, O365, AV clients, QuickBooks, Adobe.
- Familiarity with Active Directory, account and group creation and editing, Basic GPO settings
- Experience supporting VoIP communications
- Solid understanding of printer/file sharing and access permissions
- Experience supporting virtualization e.g. VMware
- Good technical knowledge of Laptops, networking, routers, and TCP/IP, DNS, DHCP
- Experience with Remote Desktop Services, Firewalls and VPNs

**Skill Requirements**:

- Solid relationship and performance management skills.
- Ability to effectively prioritize, delegate and execute tasks in a high-pressure environment.
- Proven analytical and problem-solving abilities.
- Excellent written, oral, and interpersonal communication skills.
- Highly self-motivated and directed.
- Keen attention to detail.
- Team-oriented and skilled in working within a collaborative environment.
- Excellent time management skills

**Qualifications**:

- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
- 5 years of Experience into system admin.

**_ System Soft Technologies is a proud equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, sexual orientation, or any other characteristic protected by law._**

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