Job Title: Service Desk Agent Level 2
Job 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.
