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L2 Technical Support Specialist
2 months ago
Position: Deskside Support Technician – L2
Location: Not specified
Overview: We are seeking a proficient L2 Deskside Support Technician to provide assistance to our clients with various computer hardware and software challenges. The role involves both on-site and remote support, addressing hardware installations, software updates, systems integration, and general IT-related inquiries. The technician will respond 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.
- Address dispatched assignments related to the installation, repair, or maintenance of desktop computer hardware and peripherals, either remotely or at the client’s location.
- Engage in computer replacement initiatives, including system migrations, data transfers, and application installations on PC and MAC systems.
- Work autonomously on tasks while keeping the supervising manager informed of progress.
- Coordinate and anticipate 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.
- Manage assets and maintain detailed records using CRM tools, ensuring consistency across multiple applications for customer request management.
- Provide ongoing feedback to support team and environmental improvements.
- Assist with AV events and troubleshoot AV equipment issues.
- Maintain up-to-date certifications and training.
- Other related duties may be assigned as necessary.
Qualifications:
- Minimum of 3 years of experience with Windows and Mac in an L2 Deskside Support capacity.
- 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.
- Requires a solid technical background with at least 3 years of professional experience in a service or IT setting.
- Able to manage multiple tasks and prioritize effectively.
- Strong interpersonal and organizational skills.
- Dependability and consistent ability to meet deadlines are crucial.
- Capability to work under pressure and adapt to changing environments.
- 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 over 3 years.
- Familiarity with mobile devices and operating systems (iOS/Android) is a plus.
