The Technical Support Engineer (Tier 2) is responsible for leading the daily operations of the service desk, helping to ensure that the service desk is consistently improving with industry best practices, and providing a customer-friendly attitude in a team environment.

Responsibilities

• Escalation point for all requests and incidents
• Develop and maintain the phone/ticket escalation processes
• Determine root cause of healthcare application issues and communicate appropriately to internal and external customers
• Monitor and manage phone queue (participating in escalated calls as needed)
• Review and assess Service and Business Service Level Agreements (SLA’s) to set expectations and measure performance
• Participates in after hours on-call support as needed

Skills and Experience

• Experience with a ticketing system (Fresh Desk) and managing a ticket queue
• Experience with IT Documentation software   
• Experience using system/network monitoring tools  
• Proficiency with Active Directory plus ability to write and edit Group Policy Objects
• Server 2012 Windows 10 experience
• SCCM experience or knowledge