As a Tier 2 In-House IT Support Agent, you will play a crucial role in providing technical assistance to end-users within our organization. Your primary responsibility will be to address escalated issues from our internal users. Additionally, you will collaborate closely with our external Managed Service Provider (MSP) to ensure timely resolution of complex technical problems.

Key Responsibilities:

• Client Interaction:
• Collect Information: When clients report issues, your first task is to acquire detailed data from them. Understand their symptoms and assess the root problem.
• Basic Troubleshooting: Use your technical knowledge to diagnose and resolve straightforward hardware and software issues.
• Communication Channels: Respond to clients directly via phone, email, or IT ticketing system.
• Technical Assistance:
• Hardware and Software Support: Provide tier 1 technical assistance for computer networks, software, and hardware-related queries.
• Problem Solving: Efficiently analyze and repair tier 1 technical issues. Counsel clients on the best course of action.
• Product Knowledge: Educate clients about IT goods and services.
• Technical Escalations:
• Receive and handle escalated tickets from Users.
• Investigate and diagnose technical issues reported by end-users.
• Provide in-depth troubleshooting and problem-solving assistance.
• Collaboration with MSP:
• Liaise with our external Managed Service Provider (MSP).
• Escalate unresolved issues to the MSP when necessary.
• Ensure seamless communication and coordination between our internal team and the MSP.
• Documentation and Reporting:
• Maintain detailed records of incidents, resolutions, and communication.
• Generate reports on ticket trends, common issues, and areas for improvement.
• Customer Service Excellence:
• Deliver exceptional customer service while addressing technical concerns.
• Communicate effectively with end-users, ensuring a positive experience.

Qualifications and Skills:

• Experience: Minimum of 2 years in IT support, preferably in a Tier 2 role.
• Technical Proficiency:
• Strong knowledge of operating systems (Windows).
• Familiarity with networking concepts, hardware, and software troubleshooting.
• Experience with Active Directory, MS365, and other enterprise systems.
• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Collaboration:
• Comfortable working in a team environment.
• Ability to collaborate effectively with external partners (MSP).
• Certifications (preferred):
• CompTIA A , Network , Security .
• MS-900 Microsoft 365 Certified: Fundamentals

Job Type: Full-time

Pay: $21.57 - $25.57 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Waco, TX 76710: Relocate before starting work (Required)

Work Location: In person