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Wheaton

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

    Advanced Intelligence Engineering
    Advanced Intelligence Engineering Wheaton, United States

    1 month ago

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    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 AIE's 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 AIE's 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 driver's 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.

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