Communication Skills, CompTIA A+, Customer Experience, Customer Support/Service, Customer/Client Research, Documentation, Help Desk, High School Diploma, Identify Issues, Knowledge Base, Management of Information Systems/Technology (MIS), People Management, Presentation/Verbal Skills, Problem Solving Skills, Service Delivery, Technical Leadership, Technical Support, Time Management, Writing Skills
The Service Delivery Technician II provides technical support to clients within Trapp Technology's managed IT services environment through tickets, chat, and phone support. This role troubleshoots customer issues, maintains server and workstation performance, and ensures timely resolution while delivering an excellent customer experience.
This position also serves as a technical resource for Level I technicians by providing guidance, answering questions, and assisting with escalated issues. We are looking for technicians who take ownership of problems, communicate proactively with clients and teammates, and enjoy developing their technical skills while supporting others.
Key Responsibilities
Maintains availability to receive escalated inbound calls, support tickets, and web chats.
Supports and assists Level I technicians by providing technical direction and answering questions in team communication channels promptly.
Assesses customer technical support needs and routes or resolves tickets using documented procedures and available tools.
Provides technical guidance by identifying problems, researching solutions, following knowledgebase articles, and guiding clients through corrective steps.
Proactively creates and updates knowledge base articles and documentation.
Achieves predetermined service and performance goals
Follows designated workflows and escalation procedures while maximizing support efficiency.
Participates in Trapp internal meetings and required Trainings
Maintains a professional image and demonstrates and adheres all Trapp Policies and Procedures
Other Duties as assigned
Qualifications
Qualifications
High school diploma required
CompTIA A + certification required
2+ years of technical customer support experience or help desk experience (MSP experience preferred).
Strong troubleshooting skills with the ability to isolate and resolve issues quickly
Excellent communication skills, including verbal, written, and active listening abilities
Ability to compose grammatically correct, concise, and accurate notes
Ability to thrive in a fast-paced, technically advanced environment