Tier 2 Helpdesk Support

• Interact with customers in a professional manner responding to technical issues.
  
• Maintain the highest level of customer satisfaction.
  
• Perform general maintenance including software updates server maintenance and general troubleshooting of applications.
  
• Perform software and installations remotely.
  
• Provide remote troubleshooting.
  
• Network troubleshooting.
  
• Account creation and administration in O365/Azure and on Prem AD.
  
• Administrating SharePoint OneDrive and Microsoft Teams including Voice.
  
• Microsoft O365 policy creation and rollout.
  
• Administrating Gsuite.
  
• Develop and create documentation and support material.
  
• Complete projects in a team environment.
  
• Complete tickets escalated from Tier 1 support.
  

Requirements

Required Experience:

• A degree in a technology field or 3 years experience in a similar position.
  
• Experience with Helpdesk applications (Jira/Confluence/Halo).
  

Minimum Qualifications:

• Strong knowledge of networks and firewalls.
  
• Proficient knowledge of O365 and Gsuite.
  
• Ability to maintain windows server.
  
• Understanding of Windows registry NTFS permissions and OUs.
  
• Understanding of Next Gen Antivirus. (Cylance Defender ATP)
  
• Strong communication and collaboration skills.
  
• Ability to easily adapt to and learn new technologies.
  
• Possess positive professional interpersonal skills.
  
• CompTia A Certification
  
• Microsoft MS900 Certification
  

Required skills:

• Excellent customer service and phone skills.
  
• Ability to work in a fastpaced everchanging environment.
  
• MSP or MultiTenant IT support experience.
  
• Experience with Mac and PC.
  
• Experience with RMM tools.
  

Benefits

Benefits:

• Competitive salary based on experience and qualifications.
  
• 100% health care coverage for employees included.
  
• Opportunities to take courses to advance certifications paid for by Edge.
  
• Fun working environment and supportive culture.
  
• Coffee and snacks provided in the office
  
• Paid vacation paid holidays sick time
  
• Team lunches are provided every Tuesday
  
• 5K annual allowances for training (Manager approval required)
  
• 401k with up to 4% matching