We are seeking a talented and experienced Tier 2 Service Desk Technician to join our dedicated client support team. In this role, you will be a critical point of contact for our valued clients, providing advanced technical support for a wide range of hardware and software issues.
You'll leverage your expertise in network, Windows, Apple (Mac), Mobile Device Management (MDM), and VoIP to diagnose and resolve problems efficiently, ensuring minimal disruption to our clients' operations and contributing directly to their satisfaction and success. This role is in person and will require occasional onsite work at various client locations as needed.
Key Responsibilities
Technical Support & Escalation:
- Provide advanced technical support for hardware, software, and network issues across desktops, laptops, mobile devices, printers, peripherals, and VoIP systems.
- Diagnose and resolve network connectivity problems (LAN/WAN, Wi-Fi, VPN) and administer Windows 10/11, macOS environments, and common business applications such as Microsoft 365.
- Support client mobile devices through MDM, including enrollment, configuration, and troubleshooting.
- Configure, deploy, and manage VoIP phone systems, addressing call quality issues and assisting with administration of extensions, call routing, and voicemail.
- Resolve escalated tickets from Tier 1 technicians with in-depth analysis and solutions.
- Document support interactions and resolutions accurately in the ticketing system and contribute to internal and client-facing knowledge bases.
- Collaborate with internal IT teams and escalate issues to Tier 3 engineers or vendors as needed.
- Assist with onboarding and offboarding of users, devices, and applications.
- Mentor Tier 1 technicians by sharing knowledge and best practices.
- Participate in IT projects such as system migrations, deployments, and upgrades.
- Identify and recommend process improvements (SOPs & internal knowledge base) to enhance client support.
- Maintain professionalism, empathy, and patience in all client interactions.
- Participate in on-call rotation and travel to client sites for onsite support as required.
Onsite Client Support:
- Perform scheduled and ad-hoc onsite visits for hardware installations, upgrades, replacements, and physical network troubleshooting.
- Diagnose and resolve persistent or critical technical issues onsite.
- Conduct cabling assessments, device configurations, site surveys, and support office moves or equipment relocations.
- Coordinate scheduling with clients to minimize disruption to their operations.
- Maintain professionalism and represent PrinceTech’s customer-first values in all interactions.
- Ensure onsite documentation and asset inventories are updated accurately and promptly.
Qualifications
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
- 3+ years in MSP or advanced IT support roles with strong IT infrastructure knowledge.
- Proficiency in administering and troubleshooting:
- Windows desktop/server OS, macOS, iOS, Android, and MDM platforms
- Microsoft 365, Azure, and Google Workspace
- Networking (TCP/IP, VLANs, VPNs, routing, switching)
- VoIP systems (e.g., RingCentral, Zoom Phone) and protocols (SIP, RTP)
- RMM, MDM, PSA, and ticketing systems
- Familiarity with ITSM best practices.
- Ability to work independently and collaboratively in a fast-paced, client-focused environment.
- PowerShell scripting experience is a plus.
- Experience with Mac MDM (Mosyle, Addigy) and Apple Business Manager is a plus.
- CompTIA A+, Network+, Security+
- Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent Azure certifications.
- Google Workspace Certified
- ITIL Foundation
- Valid driver’s license and reliable transportation for occasional travel to client sites.
- Ability to lift and carry IT equipment up to 50 lbs as needed.
- Exceptional problem-solving and analytical abilities with a keen attention to detail.
- Excellent written and verbal communication; able to explain technical concepts to non-technical users.
- Demonstrated strong customer service orientation, empathy, and ability to manage client expectations effectively.
- Skilled at managing multiple priorities in a fast-paced environment.
- Strong interpersonal skills; works well independently and in a team.
What We Offer
We believe
that our team members are our competitive advantage. We want to ensure you feel
supported, respected, and empowered to do your best work.
Perks
Competitive salary and performance incentives
Trainings
Professional development & certification reimbursement
Our Team
Collaborative team environment
PTO
Unlimited paid time off and paid holidays
