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Open nowFirst seen 35 hours ago

L2 Tech Support

5 Star1,197 open roles

Where
Norwich, New York, United States
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Your applicationOpen nowL2 Tech Support5 Star · Norwich, New York, United States

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The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: first seen 35 hours ago

The posting

Job Description

  • 7+ years of experience in Desktop Management - Infrastructure Services (IS)
  • Provide break/fix support for desktops, laptops, and peripherals
  • Re-image devices and reinstall/configure applications as needed
  • Troubleshoot Windows OS, hardware, and enterprise applications
  • Coordinate with third-party vendors for escalations and hardware replacements
  • Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.)
  • Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
  • Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
  • PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.
  • Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
  • Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
  • Provide onsite and remote technical assistance to End Users.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
  • Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  • Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOPs)
  • Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
  • Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
  • Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
  • Good understanding of O365 and related support activities
  • Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall
  • Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool
  • Experience of working within SLAs and ITIL processes
  • Effective written and verbal communication skills
  • Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.
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