Level 3 Support Technician - Wheaton, United States - Advanced Intelligence Engineering LLC

Description

Job Description

Job Description
Job Description:
Support Technician
Advanced Intelligence Engineering is a Managed Services IT Provider located in Wheaton, IL. AIE services the SMB marketplace in Chicago and the suburbs, providing cutting edge technology support and solutions. The Level 3 Support Technician provides tiers 2-3 technical and functional support by telephone, email, remote computer and on-site visits to AIEs client community.


Duties and Responsibilities
Provide first response for inbound support calls, create tickets, determine SLA and assign to the correct queue
Take escalated tickets from other support team members
Monitor and triage incoming tickets and monitoring alerts in AIEs ticketing system
Install and coordinate repair of a wide variety of computing devices and peripherals on the desktop and attached to network
Troubleshoot and resolve desktop level issues via remote access tools relating to installation, configuration and functional / technical support including Web browsers, back-ups, wired and wireless setups, printers, email, third party client applications, and Web applications
Work with other IT vendor technical support organizations to perform root cause analysis and develop permanent solutions to prevent recurring issues
Coordinate depot support for incoming desktops and laptops
Provide on-boarding assistance to the network engineering team for new clients
Complete infrastructure project related tasks, as assigned
Develop and document technical help desk procedures
Provide back-up technical support assistance to other technicians on the Help Desk Team as needed


Qualifications:
5+ years experience in desktop troubleshooting and support

HP/Dell/Lenovo Laptops/Desktops:
user setups and migrations to new equipment/troubleshooting
Experience with Windows OS 10/11
Understand Networking Principles (e.g. DNS, DHCP)
Understanding of switches, VPNs & remote access technologies
Understanding of on-premise and cloud server systems
Candidate must possess excellent written and verbal communication skills
Currently possess or able to achieve one or more of the following certifications within 90 days of hire:
o Network+, A+
o


MCSA:
Windows 11 Solutions Associate
o


MCSA:
Office 365 Solutions Associate


Other Requirements:
Must be able to pass a criminal background test
Must have a valid drivers license and reliable transportation
Must be able to travel to client sites in and around Chicago from time-to-time
Must be available to work outside normal business hours when necessary
Must be willing to work as part of an on-call rotation

The job is full-time, salaried non-exempt, and includes health insurance and retirement benefits.