Ucaas Platforms Support Jobs

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20d ago

Helpdesk Technician - Tier II

Diverse CTI Oklahoma City, OK

Oklahoma City, OK

20d ago

$25 - $28/hr Full time Application Support Hardware Support Help Desk

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Job Description

Join Diverse CTI as an onsite Helpdesk Technician, Tier II, in Oklahoma City, OK. This position offers an hourly rate of $25-$28 and a comprehensive benefits package that includes 401(k) and matching, health, dental, and vision insurance, life insurance, paid time off, and a retirement plan. You will deliver hands-on technical support, oversee daily service delivery across the help desk, handle issue escalation, and maintain thorough ticket documentation and calendar coordination.

Responsibilities

Monitor service level agreements, assess priority, and assist when urgent issues arise
Provide technical support for escalated end-user problems (workstations, Microsoft 365, user access, basic networking, printers, connectivity)
Escalate complex cases to senior engineers with clear documentation and timely follow-up
Coordinate with Dispatch for complex onsite issues while managing helpdesk technician calendars
Identify bottlenecks and support the team in surfacing and addressing issues
Keep ticket notes, statuses, and documentation up to date within ConnectWise Manage
Join the monthly on call rotation to assist with after hours emergent issues

Requirements

Strong customer service and communication skills
Highly organized with meticulous attention to detail
Ability to multitask, prioritize, and perform well in a fast-paced environment
Capability to remain calm under pressure and make sound decisions
Skill in creating clear Knowledge Base entries to educate technicians

Technologies

Windows workstation troubleshooting
Microsoft 365 / Entra ID
User account and access issues
Remote support tools
DNS, DHCP, Trunking, VLANs
Firewall programming
ConnectWise Manage
WatchGuard Firewalls
UCaaS platforms

Benefits

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance

What success looks like

Issues resolved without unnecessary escalation
Project tickets closed efficiently
SLAs consistently met
Clients receive clear, proactive communication
Continued education within a fast growing environment

Preferred qualifications

Experience in an MSP environment, preferably as a Tier 1 Helpdesk
Tier 1 / Tier 2 support experience
Experience with ConnectWise Manage or similar PSA platforms
Experience with WatchGuard Firewalls
Experience with UCaaS platforms

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