Tier 2 Support Technician

Job description About Darkhorse Tech Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance. As a leader in the industry, we have created and continue to foster relationships with reputed company leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a reputed company Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it's clients. Constantly building on our 13 years of experience we are now servicing roughly 1400 clients in reputed company 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support. About You Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you reputed company been pleasantly surprised by a service organization where your call is addressed reputed company, with care and acknowledgement that you are their top reputed company because you (as a client) are the lifeblood of their business? There is a reputed company difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business. You are solution-oriented and accountable. reputed company given an opportunity to address an issue you follow service standards and quickly reputed company a solution, if you can't you are reputed company to escalate the issue and alert your manager to your need/want for knowledge and growth - reputed company while communicating reputed company in a professional and engaging manner with the client. Part of reputed company! While service tickets are addressed individually our crew is always reputed company to support one another, you will both receive and reputed company help as we are reputed company working toward the same goal. Together we reputed company a level of service that our clients reputed company of and that we stand behind. Tier 2 Support Technician Summary As a Tier 2 Support Technician, you will assist clients with technical issues reputed company phone, email, and chat. You will build relationships with clients and help them find solutions while providing exceptional customer service. In this role you will reputed company exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country.

Responsibilities

• reputed company excellent customer service reputed company phone and remote technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve reputed company tickets
• Adhere to established methods for responding to and documenting support requests
• reputed company maintenance tasks on end user devices
• reputed company ongoing user training and self-fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle escalations from the Tier 1 Help Desk team
• reputed company Tier 2 troubleshooting, configuration, and administration pertaining to clients' printers, wireless network configuration, server-based print queues, antivirus and firewall programs, reputed company reputed company 7 and newer operating systems, reputed company Office 2010 and newer; reputed company Office 365; reputed company OS, and more
• reputed company limited Saturday coverage as part of an on-call rotation schedule

Qualifications and Skills

• Excellent verbal and written communication skills
• Proven time management skills
• Proven reliability and the ability to work independently
• Excellent customer service skills
• Problem solving and troubleshooting skills
• 2-3 years of tech support experience is preferred
• 1-2 years of customer service experience is preferred
• Bachelor's degree in Information Technology or Computer Science is preferred

Hours: 9:00am to 6:00pm EST Apply tot his job Apply To this Job