Job Title: Service Desk Agent Level 2Job Purpose:The Service Desk Agent Level 2 provides in-depth technical support and serves as an escalation point for Level 1 agents. This role requires problem-solving expertise and knowledge-sharing to enhance team efficiency while ensuring incidents and service requests are resolved within SLAs.Essential Functions:- Serve as an escalation point for Level 1 agents on complex technical issues. - Troubleshoot and resolve incidents related to networking, VoIP, Microsoft applications, and business systems. - Document and track detailed ticket activities until resolution. - Collaborate with teams to diagnose and resolve recurring technical issues. - Create knowledge base entries for repeatable solutions. - Make outbound calls to customers as part of incident resolution. - Monitor system alerts and proactively address potential issues.Education & Certifications:- High School diploma required. - ITIL Foundations Certification is required. - CompTIA Net+, CCENT preferred. - CCNA desired.Experience:- 3+ years of experience in a Service Desk or technical support environment.Special Knowledge, Skills, and Abilities:- Strong understanding of networking fundamentals, Windows OS, and Office applications. - Excellent customer service, communication, and conflict resolution skills. - Experience with ServiceNow or similar ITSM platforms. - Ability to work independently and remotely when required.
Job Title
Service Desk Specialist