技术支持II
Help Desk II
公司简介：
Harbor IT 是一家领先的托管服务提供商（MSP），专注于为多样化的客户组合提供前沿的网络安全、IT 和云服务。我们以对卓越、创新和客户满意度的承诺而自豪。自 2022 年以来，Harbor IT 一直由投资公司 Worklyn Partners 支持，并通过收购和快速有机增长建立了全国性平台。我们的使命是管理客户的科技并降低他们的网络风险，这样他们就不必自己处理这些问题。
职位简介
Help Desk II 技术员是复杂支持工单的升级点，负责在帮助台团队中提供高级故障排除和技术领导。该角色涉及从头到尾管理工单，实施技术解决方案，并指导初级技术人员。你将在多种客户环境中工作，以确保运营稳定性和高质量的服务。
主要职责：
- 作为 Help Desk I 技术人员的二级升级点，解决高级硬件、软件和网络问题。
- 支持和管理 Microsoft 365、Intune 和 Active Directory 环境，包括 GPO 和安全配置。
- 排查 Windows 10/11 操作系统问题、用户配置文件损坏、打印机/网络连接以及 MFA 相关问题。
- 通过 SentinelOne、ThreatLocker 和 N-able 等工具管理端点安全和补丁。
- 记录技术流程和知识库文章供内部使用。
- 与基础设施和项目团队合作，协助部署和服务器升级。
- 执行主动系统监控和维护，以确保正常运行时间和性能。
- 向客户和团队成员清晰地传达技术解决方案。
资格与技能：
- 在 Windows 环境、网络基础和 Microsoft 云服务方面有较强的技术能力。
- 在 MSP 环境中有工单分类、优先级排序和根本原因分析的经验。
- 熟悉常见的 COTS 工具（如 SentinelOne、ThreatLocker、DUO、N-able 等）。
- 具备良好的沟通、客户服务和指导能力。
- 能够有效管理多个客户环境和优先级冲突。
- 以安全为先的思维，关注合规性和最佳实践。
教育与经验：
- 信息体系、计算机科学或相关专业学士学位优先。
- 3 年以上 IT 支持经验，最好在 MSP 环境中。
查看英文原文
Company Overview:
Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting-edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT has been backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so they don’t have to.
Position Overview
The Help Desk II Technician serves as an escalation point for complex support tickets, providing advanced troubleshooting and technical leadership within the help desk team. This role involves managing tickets end-to-end, implementing technical solutions, and mentoring junior technicians. You will work across diverse client environments to ensure operational stability and high service quality.
Key Responsibilities:
- Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues.
- Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations.
- Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems.
- Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.
- Document technical processes and knowledge base articles for internal use.
- Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
- Perform proactive system monitoring and maintenance to ensure uptime and performance.
- Communicate technical solutions clearly to clients and team members.
Qualifications & Skills:
- Strong technical proficiency across Windows environments, networking fundamentals, and Microsoft cloud services.
- Experience with ticket triage, prioritization, and root cause analysis in an MSP setting.
- Familiarity with common COTS tools (SentinelOne, ThreatLocker, DUO, N-able, etc.).
- Strong communication, customer service, and mentoring abilities.
- Ability to manage multiple client environments and competing priorities effectively.
- Security-first mindset with focus on compliance and best practices.
Education & Experience:
- Bachelor’s degree in Information Systems, Computer Science, or related discipline preferred.
- 3+ years of IT support experience, ideally in a Managed Service Provider or professional services environment.
- Experience supporting Microsoft 365, Intune, and MFA and DNS.
- Need some exposure to Firewalls.
- Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred.
Work Environment:
- Fast-paced, collaborative MSP culture with opportunities to expand into project work or system administration.
- Exposure to enterprise-grade tools and clients across multiple industries.
Originally posted on Himalayas