Tier 2 Help Desk Technician

Job Description –

• 30-50 tickets per day via phone or email no chat function
• Has to be comfortable working with difficult personalities or under stress
• Jira Ticketing system
• Usually all internal employees
• Most common tickets they will see are profile maintenance/ login issues
• This is a call center environment
• Metric driven
• Some project work

Skills and Requirements –

• 4+ years of call center or help desk experience
• Password Rest Experience (Metropolis uses Jump Cloud)
• Knowledge of Windows, VPN browsers
• Experience installing printers
• Basic trouble shooting skills
• Extremely sufficient in typing
• Interpersonal communicator with customer service skills
• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
• Possess the ability to satisfy the customer as well as fix the problem.
• Uses proper grammar and communication