Tier 2 Helpdesk Technician

Company Name:
PERRY proTECH

Company Address:
256 Commerce Parkway
256 Commerce Parkway
Lima, OH 45804

Date Job is Available:
August 28th, 2025

Deadline for Application:
September 28th, 2025

Job Description:

Serve as escalation in the call que and for customer issues that require a higher level of support
Respond to requests for technical assistance via phone, email, or the ticketing system
Analyze client needs, recognize business opportunities and influence sales volume growth
Perform remote and onsite remediation through diagnostic techniques and pertinent questions
Prioritize first call resolution to maximize client satisfaction and minimize escalation needs
Follow up with customers and users to complete the resolution and ensure customer satisfaction
Provide training to clients on products installed
Provide third party vendor management for Managed Service Clients
Provide remote assistance to emergency service calls when needed

Qualifications:

Excellent customer service skills
Excellent time management abilities
Strong technical and analytical abilities
Extremely detail-oriented and organized
Excellent problem-solving skills and a solutions-oriented mindset
Ability to handle difficult or emotional customer situations
Ability to be an active listener over the phone
Ability to recognize when to escalate an issue
Self-motivated, flexible, and take initiative
Excellent verbal and written communication skills
Prioritize customer service and client satisfaction
Bachelor’s degree in computer science or related field or equivalent with a demonstrated successful work history
MCSE or equivalent experience a plus
Software Vendor Certifications are a plus
Field Engineer FE grade 6
At least 2 years of experience in a Help Desk or NOC
Proven technical ability

How to Apply

Contact Name: Gabe Reichenbach

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