Level 2 Technician

2 weeks ago

New York, United States eXcell Full time

At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. 

We have a brand new opportunity for a Level 2 Technician to join our client’s team onsite in New York, NY. This is a contract position slated to go 2+ years.
 
Duties and Responsibilities:

  • Responsible for providing onsite support to internal or external customers in resolving complex or escalated technology issues

  • Ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and / or printers

  • Diagnose mechanical, hardware, software, and systems failures, using established procedures

  • Perform service, repair and / or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired / wireless networking

  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)

  • May also resolve higher level support to servers, and / or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks

  • Serve the client in a consultative capacity, evaluating client needs and providing the technical documentation and / or reporting to achieve a result

  • Serve as an escalation point of contact for all Desktop Support Technicians and / or the client

  • Acts as the escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (Manager, etc.)

  • Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues

  • Communicates with customers at all levels of technical and non-technical skill sets

  • Follow-up with end users to provide status updates as per service level guidelines (SLA's)

  • Follow all standard operating procedures (SOP) through the effective use of knowledge management

  • Collaborates with people across the organization

 
Skills and Qualifications:

  • Bachelor's degree preferred or minimum 4+ years of experience in related field

  • Recent experience supporting a Windows environment required

  • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

  • Working knowledge of the Microsoft Office application suite including MS Outlook

  • Desktop and / or Infrastructure support experience

  • Must have excellent communication and troubleshooting ability

  • Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

  • Demonstrated capability to achieve results in a fast-paced, client driven environment

  • Strong desire and enthusiasm to serve customers


Preferred Skills:

  • Apple MAC Certifications, Microsoft Certification Program Certifications, CompTIA Server+, CompTIA Network+

  • ServiceNow ticketing experience

 
 
 
$35.00 - $38.00 per hour
 
Full COVID-19 vaccination may be required.
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
 
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