Support Specialist - Wilmington, DE, United States - Stefanini

Stefanini Wilmington, DE, United States

2 weeks ago

Description

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The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups.

Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations.

Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home.

Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.
Provide swift and professional deskside IT support
Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
Collaborate with other support groups across global locations to help troubleshoot client issues
Utilize tools for building, monitoring and troubleshooting client devices
Participate in Disaster recovery testing exercises
Upholding procedures for logging, reporting, and statistically monitoring desktop operations
Write technical support and client documentation in form of Knowledgebase articles
Meet or exceed expected customer service levels
Other duties as assigned by the Level 2 Support Manager

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