L2 It Support Engineer
Job Description Desktop Technician willprovide day-to-day localemote desktop support,receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues ina ticketing system.The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis, and resolution. Providing fault analysis to customers various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite Position Responsibilities and Functions a)Provide first/second level contact and problem resolution for customer issues.b)Work with Third Party Vendors to remediate complex AV issues as needed.c)Provide timely communication on issue status and resolution.d)Maintain ticket updates for all reported incidents.e)Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office , Cisco Jabber, another authorized desktop application.f)Should have basic knowledge of Mac operating system, to support Apple pc users.g)Install, upgrade, support and troubleshoot for printers, computer hardware.h)Performs general preventative maintenance tasks on computers, laptops, printers.i)Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.j)Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.k)Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms. Requirements Candidate must have a minimum of 3 years of relevant experience. Bachelors Degree or equivalent in Computer Science or related field. CompTIA A+, Microsoft Certified Professional (MCP) or better. Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office , PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. Proven analytical, troubleshooting, and problem-solving skills. Proven ability to multi-task, effectively determine priorities and meet SLAs. Excellent communication relationship-building and internal customer service skills. Adaptable and flexible in a fast-changing industry and work environment.