About the Role:

• We are seeking a dedicated L2 Tech Support Specialist to join our team and assist with site migrations. This role requires working on-site at the customer location. 

Responsibilities:

• Provide break/fix support for desktops, laptops, and peripherals.
• Re-image devices and reinstall/configure applications as needed.
• Troubleshoot Windows OS, hardware, and enterprise applications.
• Coordinate with third-party vendors for escalations and hardware replacements.
• Document issues and resolutions in the IT service management system.
• Support all applications on computers and coordinate with the second-level team for global application issues.
• Manage desktop/laptop installations, schedule upgrades/refreshes, and ensure user settings are retained.
• Support network configuration, driver installation, and vendor coordination for printers.
• Install and configure desktops, laptops, mobile devices, and associated peripherals.
• Provide onsite and remote technical assistance to end users.
• Manage the ticket queue and ensure timely resolution within service level agreements.
• Develop standard configuration and documentation, including installation and configuration procedures.
• Coordinate with vendors for end-user support and with Level III support groups for service delivery enhancements.
• Provide IT support for on-site or off-site events and meetings.
• Support disaster recovery and emergency response at local sites.

Education Qualification:

• Relevant technical certification or equivalent experience in IT support.

Must have's:

• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications.
• Excellent understanding of Windows 10/11 OS, Android OS, Mac OS, MS Office, LAN/WAN issues, Wi-Fi configuration, application software configuration, and VOIP phone systems.
• Good understanding of O365, Active Directory User/Group Management, DNS, Group Policy, Networking, and Firewall.
• Experience with 2nd line technical support, incident & problem management, and ITIL processes.
• Effective written and verbal communication skills.
• Strong interpersonal skills to manage multiple stakeholders, including users, senior management, IT teams, project teams, and vendors.