Help Desk Support II

The agent onsite here will be responsible for end user support. This requires impeccable written and verbal communication skills. The agent will be expected to handle all interactions in a courteous and timely manner.

The IT Tech Support L2 reports to the IT manager on site. This role is responsible for the troubleshooting and maintaining IT equipment on site. This equipment includes, desktops, laptops, smartphones, printers, fax machines etc. He/She is responsible for Monitoring, escalating and resolving support calls as per defined SLA & Quality definitions

The IT Tech Support L2 is responsible for the installation, maintenance, operation, upgrade and use of windows operating system based machines used by all divisions and departments on site.

Additionally, the IT Tech Support L2 is responsible for proactive maintenance of printers, fax machines & scanners. The IT Tech Support L2is responsible for ensuring all checks are completed as per the IT maintenance checklists.

As needed, the IT Tech support L2 must contact vendor/manufacturer support to seek outside help to resolve issues.

The IT Tech support L2 must exercise thorough case discipline & ensure regular updates are done on the cases owned by him/her in the ticketing system. He/She must also ensure timely and accurate communications/updates are sent to the end users who have logged the tickets.

The IT Tech support L2 must liaise with offshore teams as and when required to ensure end to end turnaround times of the tickets are managed promptly. He or she will also be responsible for generating and publishing reports in the areas of helpdesk tickets, audit tasks and or projects.

Responsibilities

• Troubleshooting and maintenance of End user, Mobile devices and basic telecom equipment.

• Preemptive maintenance of End user, telecom & basic IT infrastructure equipment.

• Ensure all end user and IT documentation is updated.

• End user training for new / existing applications when needed.

• Imaging new PCs & laptops and configuring them for end user use.

• Escalation point of contact for help desk issues.

• Represent local IT team for any local business critical IT issues.

• Work with IT management teams to ensure ramp ups and new transitions requirements are handled promptly.

• Manage the queue of the ticketing system.

Qualifications Minimum qualifications

· BS/MS in information systems, computer applications or similar field preferred.

· At least one Certification - A , network , CCNA, MCSE, MCP.

· Minimum 5 years experience in IT service desk analyst role or user support functions

Preferred qualifications

· Candidate should have experience in technical troubleshooting and resolving client desktop, 0365, MDM & network issues.

· He or she must be proficient working knowledge of Windows 10, Windows7, 0365 apps and least one MDM solution.

· Excellent oral and written communication skills · Set and meet expectations of end users · Assertive and able to work successfully in a fast-paced work environment · Ability to proactively work on problems of diverse scope Ability to interact & follow up with offshore teams · Strong initiative, resourcefulness and follow-through · Exceptional organizational, prioritizing and multi-tasking skills · Ability to independently research problems and create solutions · Demonstrate High level of energy and flexibility · Willing to work extra hours when required · Understanding of basic scripting, application packaging and coding · Knowledge of the Microsoft Deployment Toolkit, Windows Deployment Services, Ghost Imaging · Office365 knowledge including Outlook/SharePoint/OneDrive/Teams · Must be proficient with MacOS / iOS · Ability to provide support to high level executives · Familiar with various video conferencing hardware/software

Physical Demands

· Must be able to lift and maneuver heavy electronic equipment such as batteries for power systems, servers, printers and equipment that may exceed 50lbs.

· Standing for long periods of time, crawling under desks, cubicles, equipment etc., or maneuvering in small spaces such as rack spaces, IT closets, server areas is required.

AB1902TU2

Job Types: Full-time, Contract

Pay: $14.00 - $31.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Help desk: 7 years (Preferred)
• Windows: 7 years (Preferred)
• Business-to-Business Technical Support Occupations: 7 years (Preferred)

Work Location: One location