L2 Service Technician

3 days ago

Santa Clara, California, United States CyberCSI Inc. Full time
Job Description

About the Role:

We are seeking a skilled L2 Service/Repair Technician to assist our clients with computer hardware issues. This self-motivated candidate will work on-site 8 – 5pm Monday thru Friday, following defined account or departmental policies and procedures, and work on routine assignments, identify, test and repair system hardware.

Key Responsibilities:

  • Face to face support regarding MacOS and Windows, software, configuration and hardware issues.
  • Respond to dispatched assignments involving the installation, repair or maintenance of desktop computer hardware.
  • Imaging, pre-configuration, re-certification, data migrations and application installation for MacOS and Windows systems.
  • Logistics of receiving, handling and sorting of computer and related peripherals products received from customers and hardware vendors.
  • Confer with and provide feedback to management to assist development of service quality assurance processes and procedures.
  • Manage assets and take detailed notes utilizing Customer Relationship Management tools or applications.
  • Execute the delivery of services per Service Level Agreements to customers.
  • Populate the Knowledge Base frequently and document resolutions.
  • Clearly document workarounds, and frequently asked questions for problems and service requests.
  • Work independently and report progress to your supervising manager.

Requirements:

  • Previous Repair certification with Apple and HP a plus.
  • Technical authorization with CompTIA "A+" Certification a plus.
  • Requires a technical background with at least 2 years of professional experience.
  • Able to multitask and prioritize multiple projects.
  • Good interpersonal and organizational skills are a must.
  • Must be dependable and able to meet deadlines consistently.
  • Should have the ability to work under pressure and be flexible to adapt to a changing environment.
  • Troubleshooting and problem solving experience is preferred.
  • Must possess excellent communication skills.
  • General knowledge of Microsoft Office and Google Apps is a plus.
  • Experience with a service ticketing database, IE: HPSM, ServiceNow is a plus.
  • Knowledge in one or more operating systems such as Mac OS or Windows 11.
  • Reliable means of commuting to and from work is mandatory.

Physical Requirements:

While performing the duties of this job, the employee is required to stand, walk, sit, and reach with hands and arms. The noise level in the work environment is usually moderate. The employee must be able to lift up to 50lbs to occasionally move heavy boxes and/or computer hardware.

Skills:

As an L2 Service Technician, you will use your technical expertise and customer service skills on a daily basis. You will need to have a strong understanding of computer hardware troubleshooting techniques to resolve technical issues. Additionally, you will need to have excellent communication skills to effectively communicate with clients and other technical teams. Your ability to work independently and in a team environment will be critical to your success in this role. Preferred qualifications such as experience with hardware diagnostic tools, manufacturer hardware certifications, and IT service management frameworks will also be beneficial in this role.

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