- 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 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
- Additionally, the IT Tech Support L2 is responsible for proactive maintenance of printers, fax machines & scanners. The IT Tech Support L2 is 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.
- Troubleshooting and maintenance of End users, Mobile devices, and basic telecom equipment.
- Pre-emptive 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 the local IT team for any local business-critical IT issues.
- Work with IT management teams to ensure ramp-ups and new transition requirements are handled promptly.
- Manage the queue of the ticketing system.
- BS/MS in information systems, computer applications, or similar fields preferred.
- At least one Certification - A+, Network +, CCNA, MCSE, MCP.
- Minimum 5 years experience in an IT service desk analyst role or user support functions
- Candidate should have experience in technical troubleshooting and resolving client desktop, 0365, MDM & network issues.
- He or she must have a proficient working knowledge of Windows 10, Windows 7, 0365 apps, and at least one MDM solution.
- Excellent oral and written communication skills
- Set and meet the 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 a 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
- Must be able to lift and maneuver heavy electronic equipment such as batteries for power systems, servers, printers, and equipment that may exceed 50 lbs.
- Standing for long periods of time, crawling under desks, cubicles, equipment, etc., or maneuvering in small spaces such as rack spaces, IT closets, and server areas is required.
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IT Tech Support - Atlanta, United States - NavitsPartners
Description
Job Description
Job DescriptionPosition: IT Tech Support
Location: Atlanta, GA
Duration: 11+ months with possible extension
Shift: Normal business hours
Job Description:
Responsibilities:
Qualifications:
Preferred Qualifications:
Physical Demands: