L2 Support Technician / Deskside Support
The Level 2 Technical Support technician is responsible for providing second-level end user support for computer systems (software, hardware) and equipment (printer, plotter, and telecommunication devices). Trouble shoot problems and equipment repair and replacement. Provide support for on-site conference meetings (video conference, webmeeting). Responsible for local coordination, installation and on-going support for Windows 7 (and legacy Windows OS versions) desktops, laptops, printers and plotters. Responsible for maintaining a standard image provided by the Corporate office on user laptops, desktops and peripheral devices which may include smartphones, tablets and other handheld devices. Responsible for receiving hardware, hardware disposal and software license tracking. Requires frequent interface with the user community. Strong troubleshooting capabilities are required. Candidate will be required to setup and configure desktop and laptop equipment (Dell, Toshiba and Lenovo) with Windows 7. Strong knowledge of Microsoft Office applications (Excel,Word) and Windows 7. Knowledge of TCP/IP, DNS, WINS, DHCP and Microsoft SMS. Basic understanding of Windows Active Directory and Microsoft’s Application Compatibility Toolkit. Experience using the remote control features of Microsoft’s SMS a plus. Familiarity with Exchange a plus. MCSE and other certifications a plus. A+, Network+, Toshiba/Lenovo/Dell certifications a plus. Candidate must have good communication skills.
Strong troubleshooting capabilities are required to provide laptop and desktop hardware support, to include warranty repair resolution, in a Windows 7 environment.
Strong ability to prioritize and track assignments will be required to ensure tasks are completed w/o the need for constant follow-up from supervisor.
Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer 1st focus, document processes and to communicate effectively within the team.
Quality in deliverables needs to be a major focus for customer confidence and to reduce the need for rework by the support team.
Ability to follow strict hardware inventory processes - applies to all stages of asset handling (receiving through deployment).Candidate must have experience troubleshooting multi-function printer and plotter issues in a networked environment.
Experience installing and troubleshooting desktop applications.
Must be able to operate with minimal supervision. For this reason the successful candidate must be able to prioritize tasks/ workloads to achieve expected results utilizing strong troubleshooting and self-initiative skills.