It Tech Support L2

Job Title: IT Tech Support L2Location: Atlanta, GA - (Onsite from Day1)

Zip code - 30350

Pay Rate: $28/hr - $32/hr

Duration : 11 Months

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 the 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 L2is 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.

Responsibilities

• Imaging new PCs & laptops and configuring them for end user use.
• End user training for new / existing applications when needed.
• Preemptive maintenance of End user, telecom & basic IT infrastructure equipment.
• Represent local IT team for any local business critical IT issues.
• Troubleshooting and maintenance of End user, Mobile devices and basic telecom equipment.
• Escalation point of contact for help desk issues.
• Ensure all end user and IT documentation is updated.
• Work with IT management teams to ensure ramp ups and new transitions requirements are handled promptly.
• Manage the queue of the ticketing system.

Qualifications Minimum qualifications

• Minimum 5 years' experience in IT service desk analyst role or user support functions
• At least one Certification - A+, network +, CCNA, MCSE, MCP.
• BS/MS in information systems, computer applications or similar field preferred.

Preferred qualifications

• Ability to provide support to high level executives
• Candidate should have experience in technical troubleshooting and resolving client desktop, 0365, MDM & network issues.
• Familiar with various video conferencing hardware/software
• Understanding of basic scripting, application packaging and coding
• Set and meet expectations of end users
• Ability to interact & follow up with offshore teams
• Office365 knowledge including Outlook/SharePoint/OneDrive/Teams
• Excellent oral and written communication skills
• Willing to work extra hours when required
• Knowledge of the Microsoft Deployment Toolkit, Windows Deployment Services, Ghost Imaging
• He or she must be proficient working knowledge of Windows 10, Windows7, 0365 apps and least one MDM solution.
• Assertive and able to work successfully in a fast-paced work environment
• Strong initiative, resourcefulness and follow-through
• Ability to independently research problems and create solutions
• Ability to proactively work on problems of diverse scope
• Demonstrate High level of energy and flexibility
• Exceptional organizational, prioritizing and multi-tasking skills
• Must be proficient with MacOS / iOS

Physical Demands

• Standing for long periods of time, crawling under desks, cubicles, equipment etc., or maneuvering in small spaces such as rack spaces, IT closets, server areas is required.
• Must be able to lift and maneuver heavy electronic equipment such as batteries for power systems, servers, printers and equipment that may exceed 50lbs.