• Manage support tickets and strive to resolve client issues within designated SLA timelines

• Collaborate with the team, Service Delivery Manager, and Team Lead to deliver exceptional service

• Address a range of issues from basic to complex as requested by end users

• Generate tickets, document comprehensive notes, and accurately track time

• Revise technical documentation within the system

• Take ownership of and work on email tickets when not engaged in calls or as requested

• Escalate requests or tickets to the Team Lead with detailed notes of attempted solutions and recommended actions

• Train, mentor, and assist Support Technician I's

• Identify potential Major Incidents and alert the Team Lead/Service Delivery Manager immediately

• Develop alternative workarounds when standard procedures do not resolve issues

• Educate users on supported software and hardware

• Aid clients in installing business line software and related services for infrastructure or end-user needs

• Manage vendor relations for client-related support ticket resolution

• Ensure all cases receive timely follow-up

• Provide prompt updates to clients

• Assist in onboarding new employees

• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred along with relevant experience

• Minimum of 2-3 years in a prior help desk or a similar advanced position is required

• Previous experience in a USA or UK MSP is mandatory

• Prior experience in Healthcare IT is preferred

• Familiarity with ConnectWise is advantageous

• Experience supporting medical clients, along with knowledge of EMR and HIPAA regulations is preferred

• Career planning

• Opportunities for career advancement

• Education and certification reimbursement

• Work/life balance

• Comprehensive benefits

• People-focused culture

After Hours IT Support Technician II

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