About the Role:

• We are seeking a dedicated L2 Tech Support professional to join our team, with a focus on site migrations. This position requires working on-site five day a week at the customer location, delivering essential technical support and ensuring seamless operations.

Pay Range: $40 - $49

Responsibilities:

• Provide break/fix support for desktops, laptops, and peripherals.

• Re-image devices and reinstall/configure applications as needed.

• Troubleshoot issues related to:

• Hardware

  • Enterprise applications

• Coordinate with third-party vendors for:

  • Escalations

  • Hardware replacements

• Document issues and resolutions in the IT service management system.

• Support all local applications and escalate global application issues to the second-level support team.

• Manage PC installations, upgrades, and refreshes, ensuring user settings are preserved.

• Support:

  • Network configuration

  • Printer driver installation

  • Vendor coordination for printer setup/repairs

• Install and configure:

  • Desktops

  • Laptops

  • Mobile devices

  • Associated peripherals

• Provide onsite and remote technical assistance to end users.

• Manage the ticket queue to ensure timely resolution and closure within SLA timelines.

• Develop standard configuration documentation and procedures.

• Coordinate with:

  • Vendors for end-user support

  • Level 3 support groups for enhanced service delivery

• Provide IT support for on-site or off-site events and meetings.

• Assist with disaster recovery and emergency response efforts.

• Understand and support:

  • Active Directory

  • DNS

  • Group Policy

  • Networking

  • Firewall configurations

Educational Qualifications:

• A degree or equivalent experience in Information Technology or a related field is preferred.

Required Skill:

• Strong understanding of:

  • Android OS

  • Basic LAN/WAN troubleshooting

• Proficiency in:

  • Wi-Fi configuration

  • Application software setup

  • VOIP phones

  • Software installations

• Familiarity with:

  •  Support needs

  • Active Directory user/group management

  • DNS, Group Policy, Networking, and Firewall support

• Experience in:

  • 2nd-line technical support

  • Incident and problem management

• Good knowledge of SLAs and ITIL processes

• Effective written and verbal communication skill

• Strong interpersonal skill for working with:

  • End users

  • Senior management

  • Internal IT teams

  • Project teams

  • Vendors