- Respond to escalated tickets from Level 1 and provide timely resolution within SLA
- Troubleshoot Windows OS, Microsoft 365, email, remote access, and user access issues
- Perform standard Active Directory tasks (password resets, unlocks, group membership, profile paths)
- Assist with server-related support activities under guidance of senior engineers
- Support users connecting through Remote Desktop Gateway / VPN and troubleshoot session, credential, or MFA issues
- Deploy, configure, and support workstation hardware, approved applications, and peripheral devices
- Assist with patching, updates, and scheduled maintenance tasks as assigned
- Document tickets, resolutions, and SOP revisions accurately in the ticketing system
Requirements
- 2–3+ years of recent experience providing technical support in an MSP or corporate IT environment
- Proficient with Windows 10/11 and basic Windows Server administration (2016 or higher)
- Experience performing common server tasks: user and group management, shared folder permissions, log review, service restarts, basic troubleshooting of AD/DNS/DHCP issues
- Working knowledge of Microsoft 365 administration (license assignments, mailbox management, MFA, Teams/SharePoint basics)
- Familiarity with Remote Desktop Services / Remote Desktop Gateway (user access issues, session resets, profile issues)
- Understanding of core networking concepts (DNS, DHCP, VPN, IP addressing, basic firewall troubleshooting)
- Experience supporting desktops, laptops, printers, mobile devices, and standard business software
- Strong customer service, communication, and documentation skills
- Preferred certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent (or in progress)
- Valid driver's license may be required for onsite client support (if applicable)
Core Competencies
Demonstrates expertise in technical support, particularly in troubleshooting Windows OS, Microsoft 365, and Active Directory tasks. Proficient in providing customer service and documentation while managing user access and remote connectivity issues.
Highest-signal resume keywords
- Windows 10/11 Proficiency
- Active Directory Administration
- Microsoft 365 Administration
- Remote Desktop Services Support
- Technical Support Experience
ATS Optimization Keywords
Hard Skills
- Windows OS Troubleshooting
- Basic Windows Server Administration
- User and Group Management
- Networking Concepts
- Patch Management
- Workstation Hardware Support
- Email Troubleshooting
- Remote Access Support
- MFA Troubleshooting
- Service Restarts
Soft Skills
- Customer Service Skills
- Communication Skills
- Documentation Skills
Certifications & Qualifications
- CompTIA Security+
- CompTIA Network+
- Azure Fundamentals
Industry Keywords
- MSP
- Corporate IT Environment
- SLA
- DNS
- DHCP
- IP Addressing
- Firewall Troubleshooting
Tools & Technologies
- Microsoft 365
- Active Directory
- Remote Desktop Gateway
- VPN
- Ticketing System
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Service Desk Technician II Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
