L2 Technical Support Specialist

2 weeks ago


Santa Clara, California, United States The Rockridge Group Full time
Job Overview

Position: L2 Technical Support Specialist

Company: The Rockridge Group

Location: Not specified

Summary: We are seeking a proficient L2 Technical Support Specialist to provide assistance to our clients with their computer hardware and software challenges. This role involves working on-site or through remote connections to facilitate hardware installations, software updates, systems integrations, and addressing fundamental IT-related issues. You will be responsible for responding to service requests that typically include the installation, repair, or maintenance of computer hardware and peripherals at the client's workspace.

Key Responsibilities:

  • Provide support for both PC and MAC platforms and operating systems.
  • Respond to service requests that involve the installation, repair, or maintenance of desktop computer hardware and peripherals, either remotely or at the client's location.
  • Manage computer replacement initiatives, including system migrations, data transfers, and application installations on PC and MAC systems.
  • Work independently on tasks while keeping your supervising manager informed of progress.
  • Coordinate and manage equipment and part requirements for service requests, liaising directly with clients.
  • Ensure 100% closure of all requests within the CRM tool on the same day they are resolved.
  • Maintain asset management and document detailed notes using CRM tools, ensuring consistency across multiple applications used for customer request management.
  • Provide regular feedback to enhance team performance and operational efficiency.
  • Support audio-visual events and troubleshoot AV equipment issues.
  • Keep certifications and training current.
  • Additional duties may be assigned as needed.

Qualifications:

  • Minimum of 3 years of experience with Windows and Mac in an L2 Technical Support role.
  • Strong customer service skills and experience working directly with clients are essential.
  • Preferred technical certifications include CompTIA or equivalent.
  • Technical certifications from manufacturers such as Apple, Dell, HP, Toshiba, Lenovo, or ASUS are advantageous.
  • A solid technical background with at least 3 years of professional experience in a service or IT environment is required.
  • Ability to multitask and prioritize various projects effectively.
  • Strong interpersonal and organizational skills.
  • Dependability and consistent ability to meet deadlines are crucial.
  • Capability to work under pressure and adapt to a dynamic environment.
  • Proficient in troubleshooting and resolving complex hardware and software issues.
  • Excellent communication skills are a plus.
  • General knowledge of gSuite (Gdocs, Gsheets, Gmail) or Microsoft Office is beneficial.
  • Experience supporting operating systems such as Mac OSX and Windows 10 for 3+ years.
  • Familiarity with mobile devices and operating systems (iOS/Android) is a plus.


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