IT System Enginneer-L2

HMG America LLC is the best Business Solutions focused Information Technology Company with IT consulting and services, software and web development, staff augmentation and other professional services. One of our direct clients is looking for IT System Enginneer-L2 in Durham, NC /Dallas TX / Fayetteville, AR. Below is the detailed job description.

Title: IT System Enginneer-L2

Location: Durham, NC /Dallas TX / Fayetteville, AR

Duration: Long term

Job Description:

• Provide customer support to client via telephone, chat, email support or tickets.
• Provide Level 2 triage and resolutions such as password resets and account unlock for reported incidents and requests.
• Perform customer call backs as required.
• Providing Apple, Windows, device support over the phone.
• Providing smartphone assistance for in home connectivity.
• Support Devices through use of SCCM, Intune, Admin Portals and Remote Support Tools.
• Assist users with set up of remote equipment and provide troubleshooting assistance if needed.
• Assisting with troubleshooting issues using remote management software.
• Using specific tools to diagnose issues, make recommendations for resolution.
• Using problem-solving and people skills to ensure swift resolutions to technical issues.
• Testing, troubleshooting, and diagnosing computer error messages and failures.
• Escalate issues to next level support if needed
• Effectively manage length of calls, handle time, and after call work.
• Provide a high first call resolution rate
• Promote teamwork and contact center success
• We are seeking candidates with the following experience and skills:
• Experience working on a helpdesk/service desk handling ticket
• Experience troubleshooting Desktop hardware and associated peripherals.

Experience:

• Working knowledge of Apple, Windows, Desktop and Mobile Device hardware and software.
• Working knowledge of Windows 7, 10, 11, and Microsoft 365
• Working knowledge of Microsoft Teams and Microsoft Team Voice
• Strong experience with Exchange, SharePoint, PowerApps.
• Strong experience working with SCCM and Intune - Autopilot, Software Deployment and Packaging
• Strong experience working with Virtual Desktop Environment - Citrix VDI and Published Desktop, Citrix Cloud, Windows 365
• Working experience with MDM and MAM solutions - Intune, Knox, and Jamf
• Experience with PowerShell Scripting - M365 PowerShell modules
• Experience with ServiceNow Ticketing System - Service Now
• Strong ability to troubleshoot issues.
• Strong communication skills.
• Experience working in a fast-paced work environment and ability to multitask well