L3 Technical Support Engineer
2 weeks ago
Position Overview:
This role requires a commitment of 12 hours per week, with a focus on onsite support in Manhattan.
Work Schedule:
- 4 hours per day on Tuesday, Wednesday, and Friday
- Tuesday and Friday: 9 AM to 1 PM
- Wednesday: 1:30 PM to 5:30 PM
Key Responsibilities:
- Oversee the setup and upkeep of hardware and software, including personal computers, printers, mobile devices, and network infrastructure.
- Plan, test, and manage the rollout of new operating system updates, vendor patches, and software releases.
- Conduct troubleshooting, replace components, perform system upgrades, and carry out basic deployments and repairs on assets.
- Image devices such as desktops and laptops as required.
- Install, configure, and troubleshoot server and network infrastructure.
- Manage the shipping and receiving of IT equipment and ensure timely dispatch to users.
- Maintain hardware inventory, address issues, and provide resolutions for users.
- Efficiently handle tickets in the IT service management system.
- Assist in resolving technical escalations that may occur during service delivery.
- Demonstrate adaptability and self-motivation in a dynamic work environment.
- Collaborate effectively with various management styles.
Required Qualifications:
- Familiarity with meeting Service Level Agreements (SLAs).
- Experience with IT Service Management tools; knowledge of ServiceNow is advantageous.
- Basic understanding of industry-standard technical practices.
- Proficient in Microsoft Office, patch management, anti-malware solutions, desktop/laptop imaging, and inventory management tools.
- Strong understanding of computers (PCs, laptops, and Macs) and their peripherals.
- Advanced skills in configuring and troubleshooting iOS and Android mobile devices.
- Exceptional communication skills with the ability to inspire the team to adhere to IT best practices and deliver superior customer service.
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