IT Infrastructure L2 Support/Major Incident Manager

4 weeks ago


Dallas, Texas, United States Motion Recruitment Full time
Immediate need for an IT Infrastructure L2 Support Specialist to join an established company on a 100% remote basis.

Position: Infrastructure Support

Location: 100% Remote

Position Type: Contract - W2 Only

Target Pay Rate: $20/Hr W2

Rebuild Americas Infrastructure with our Fortune 200 Materials and Logistics Client. Required Skills & Experience
  • A minimum of two years of service desk or desktop technician experience.
  • Intermediate-level computer skills, decision-making, analytical, problem solving and interpersonal skills
  • Intermediate reading and writing skills, basic reading skills, the ability to perform basic mathematical calculations, and excellent interpersonal skills with the ability to effectively communicate with others, both written and verbal communication
  • Office based with up to 30% travel by land or air.
    Position Duties:
    • Resolves moderate to complex end-user calls and installs, modifies, and repairs desktop and laptop computer hardware and software systems under general supervision.
    • Provides Tier 2 support primarily, and as needed Tier 1 support as back up.
    • Receives and responds to user requests, providing users with technical support.
    • Receives and coordinates, as needed, all levels of technical questions from users.
    • Documents all user requests and enters status data from user calls into the Help Desk application.
    • Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request.
    • Maintains physical security and logical security accounts for assigned systems.
    • Monitors and resolves entry-level issues relating to systems, network, and security.
    • Provides basic training to users on new company-provided product releases and new products.
    • Leverage best practices, common IT solutions and innovative technologies across the enterprise.
    • Ensures continued performance readiness and development of technical resources appropriate to their level of experience.
    • Major Incident Management role: level 1 escalation of major incidents.
    • Responsible for the lifecycle of a major incident.



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