Technical Support II

The IT Support Specialist II role at CAMPBELL COMPANIES involves implementing, administering, and supporting distributed systems, encompassing a wide array of end-user equipment, networking, Microsoft and virtualized environments, all while upholding stringent security best practices. The position involves providing level 1 & 2 technical support, addressing a diverse range of technical challenges, and ensuring the seamless operation of the organization's technological framework.

The ideal candidate for this role is someone who combines a robust technical background with outstanding customer service skills and possesses a passion for fostering continuous learning and improvement within the Technical Services function.

• Duties and Responsibilities
  • Ticket Management:
    Assess, plan, and resolve Tier 1 & 2 issues efficiently and effectively to ensure minimal disruption to business operations and end-user activities.
  • Be available for critical escalations involving site outages and perform disaster recovery as needed.
  • Follow up with IT Support Specialist I escalations and provide insight regarding resolutions
  • Deliver exceptional customer service and manage priorities effectively to ensure critical tickets are addressed and resolved within established SLAs.
  • Refine and improve service delivery by enhancing the ticketing system, automating the distribution and management of issues, and implement self-help capabilities as well as knowledge base.
• Call Transfer Support
  • Handle transferred calls to assist with escalated incidents or VIP customer support needs, ensuring a seamless escalation process.
  • Accept incoming calls regarding open tickets that are awaiting client response.
  • Manage handoffs from service management efficiently.
• Collaboration, Communication, And Customer Service
  • Collaborate with teammates and customers to provide clear, effective communication during issue resolution.
  • Relay critical updates promptly and professionally between technicians and customers.
  • Become an integral part of the team, serving as a role model for our IT Support Specialist I technicians.
  • Interface with all levels within the organization with tact and professionalism, especially during technical issues.
  • Utilize strong verbal communication and telephone skills to support team collaboration and effective customer interactions.
  • Demonstrate excellent customer service skills, with a focus on professionalism and problem-solving.
  • Remain calm under pressure and exhibit poise in conversations, even in the worst challenging technical situations.
  • Provide advanced troubleshooting for escalated issues within corporate office and other branch locations.
• Documentation And Standards
  • Ensure accurate and up-to-date documentation of system changes and issue resolution activities.
  • Consistently use change control processes to keep others informed of ongoing changes in client environments.
  • Adhere to all Standard Operating Procedures (SOPs) for tasks, functions, and organizational policies and create SOPs for future use as needed.
  • Demonstrate excellent documentation skills by providing detailed explanations of troubleshooting with screenshots to continually update ticket system knowledge base.
  • Development and On-Call Rotation:
  • Participate in continual education and skills development utilizing internal and external training programs.
  • Chart your own path for career advancement with the support of leadership.
  • Participate in the on-call rotation, providing after-hour support to end-user.
  • Perform all other duties as assigned.

• Education/
  
  Experience:
  
  3-5 years of experience in a Help Desk or IT support environment.
• 3-5 years of experience using a ticketing system for issue resolution.
• Associate or bachelor’s degree preferred: computer science, information technology, or other related discipline.

• Skills And
  
  Competencies:
  
  
• Proficiency with Windows Server (2012/2016/2019/2022/2025).
• Familiarity with virtualization, primarily Hyper-V and VMware.
• Experience with Microsoft 365 administration and troubleshooting, including troubleshooting via Power Shell
• Proficiency with user account troubleshooting, both local AD and Entra .
• Possess a deep understanding of…