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Technical Support Engineer -- Tier 2 Help Desk

Jessup, PA

Job Type: Full-time 



The Help Desk Tier 2 Technician is responsible for incoming technical assistance requests and perform system and network administrative duties in small and medium business environments.


*Prior Tier 1 help desk experience required*

Formal Education & Certification

  • Network+ or Cisco CCNA certification strongly preferred

  • MCSE strongly preferred

Personal Attributes

  • Strong customer service orientation

  • Ability to conduct research into PC issues and products as required

  • Effective interpersonal skills and relationship-building skills

  • Strong written and oral communication skills; including communication of technical concepts to non-technical people

  • Understanding of the organization's goals and views

  • Self-motivated and self-directed

  • Experience working in a team-oriented, collaborative environment


  • Provide comprehensive technical support services to clients

  • Respond to requests within Service Level Agreements

  • Troubleshoot escalated issues from Tier 1

  • Maintain accurate call logs documenting all interactions with clients

  • Excellent verbal and written communication skills

  • Experience supporting PC hardware and software in a client/server environment

  • Advanced technical troubleshooting skills and experience

  • Working knowledge of Microsoft Windows file sharing and permissions

  • Working knowledge of Microsoft Active Directory and other server technologies

  • Hardware experience with peripherals, scanners and mass storage devices

  • Basic programming/scripting skills for languages including powershell, javascript, vbscript desirable but not required

  • Working knowledge of small and medium business LAN and WAN network technologies such as routers, firewalls, switches, wireless access points, VPN, NAS, etc.

  • Working knowledge of Microsoft Office applications

  • Experience documenting problem and resolution of support calls as well as maintaining a knowledge base of processes and procedures

  • College or technical degree in relevant field is preferred. Experience can substitute for a degree.


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