Tier 2 Technical Support Representative

Response to tickets escalated from Tier 1
Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
Provide friendly, professional support via phone, email, and on-site.
Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
Collaborate with vendors to resolve issues as necessary
Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution
RequirementsEXCELLENT English communications skills
Must have a BPO experience
Amenable in working on-site
Willing to work on a shifting schedule
2+ years of experience in an IT Help Desk role
Experience in Office 365 and Active Directory Services
Working knowledge of Windows 7 and 10 and Microsoft Office suite
Basic understanding of Networking
Remote access technologies (VPN terminal services, published apps, etc.)
Preferred experience working with ServiceNow, Salesforce, and VMware
Ability to assist others with complex issues in a professional manner
Ability to manage and prioritize incidents, requests, and tasks
Strong problem analysis and problem-solving skills
Excellent written and verbal communication skills
Resourceful, well organized, highly dependable, efficient and detail-oriented