Service Desk Level 2 Advisor M-F 9a-6pmET
Bell Techlogix, Inc.

Grow your career. Drive innovation.

At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.

Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.

The Service Desk Level 2 (L2) Advisor is responsible for providing professional and efficient support to Service Desk Level 1 (L1) Analyst and clients. This Advisor will be a mentor for the Service Desk L1 Analyst and monitor their activity. The Service Desk L2 Advisor will assist with escalations and high priority issues while also providing how to guidance to Service Desk L1 Analysts who are engaged in troubleshooting. The Service Desk L2 Advisor will respond to the needs of the work que by taking over complex tickets. The Service Desk L2 Advisor may also have to fulfill Service Desk Analyst responsibilities from time to time.

Essential Functions:

• Monitor workflow of Service Desk L1 Analysts to ensure efficiency among the team.

• Ensure Service Desk L1 Analysts have an escalation point at all times and are supported.

• Answer user inquiries regarding computer software or hardware operation to resolve problems.

• Provide ad hoc training and coaching to Service Desk L1 Analysts as needed.

• Read technical manuals, confer with users, conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.

• Confer with customers to provide information about products or services or obtain details of complaints.

• Check to ensure that appropriate steps are taken to resolve customers' problems.

• Take ownership of escalated tickets to resolution.

• Use software tools to create tickets for each client contact received.

• Use knowledge base as appropriate to research issues and possible resolutions.

• Assist in ensuring general and client specific knowledge base is accurate and readily available to team.

• Ensure Service Desk L1 Analysts and Service Desk L2 Advisors are using proper knowledge base resources and communication devices to document client interactions.

• Monitor aging tickets both ServiceNow and in client based ITSM systems and manage Service Desk L1 Analysts to ensure that tickets are resolved and escalated as needed in a timely manner.

• Monitor and communicate technical issues in a timely manner to leadership.

• Maintain professional working relationship with coworkers.

• Assist management in QA review process, implementation, and with coaching opportunities in a timely manner.

• Oversee callbacks and aging tickets amongst Service Desk L1 Analysts.

• Monitor arrival patterns for unusual behavior.

• Ensure appropriate major incident response in the event of an emergency.

• Other duties as assigned.

Required Education, Knowledge, and Experience:

• Must have a High School Diploma or GED.

• 12 months technical support experience.

• Must be proficient in Microsoft Office.

Preferred Experience and Certifications:

• Two years Technical School or Technical Certifications a plus

• 24 months technical support experience

• ITIL Foundations

• Network +

• HDI

• MSCE or Industry Equivalent

• Knowledge or exposure to the following: Windows OS, MAC OS, NICE CXOne, Beyond Trust, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, SAP, Citrix, RDS Farms, IOS, and Intune.

Abilities & Skills:

• Must have the ability to verbalize information and ideas in a way that others will understand.

• Must be able to use computers and computer systems (including hardware and software), to diagnose, troubleshoot, and record information.

• Must be able to multitask.

• Must be skilled in providing problem resolution.

• Must have good verbal and written communication skills.

• Must have effective interpersonal skills.

• Must have strong customer service skills.

• Must be able to deescalate client situations.

• Must be able to work independently and as a member of a team.

• Must be able to obtain information from all relevant sources and use information to identify solutions.

• Must have a working understanding of Active Directory.

• Must be detailed oriented.

Physical, Mental Requirements and Work Environment:

• Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

• Must be able to work at your computer constantly throughout your work shift.

• Must be able to work in an environment with moderate call center noise levels.

• If working remotely you must maintain a reliable and useable internet connection.

• If working remotely must maintain quiet office environment with no distractions.

• Must be able to work in a fast-paced work environment.

Conditions of Employment:

• Must successfully pass pre-employment (post offer) background check and drug test.

• Must be able to pass a skills assessment.

Equal Opportunity Employer - Disability and Veteran