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

    Advanced Intelligence Engineering LLC
    Advanced Intelligence Engineering LLC Wheaton, United States

    1 month ago

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    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 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 Associateo


    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.