Tier II Engineer
Naperville, IL (http://maps.google.com/maps?q=Naperville+IL+USA) • IT




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Job Type

Full-time

Description

The Tier II Engineer is responsible for various managed IT support related to technical troubleshooting and maintenance. This is the intermediate level of technical customer support. The Tier II Engineer has a broad understanding of the hardware, software, and infrastructure unique to each Proven IT client.


Responsibilities

+ Tier II receives escalations from Tier I to deliver support for Proven IT Helpdesk customers

+ Analyzes and investigates the customer needs through remote diagnostics and qualifying questions over the phone

+ Solves complex system and network problems using logic and knowledge

+ References and contributes to Proven IT knowledge base

+ Communicates and works effectively as a team with colleagues to solve client issues...