About the Role:

• We are looking for an experienced Level 2 Technical Support Specialist to join our team for on-site site migration projects. This role involves hands-on support including break/fix services for desktops, laptops, and peripherals, device re-imaging, and software configuration. U.S. citizenship is required for this position.

Pay Range - $28 - $31

Responsibilities:

• Deliver break/fix support for desktops, laptops, and peripheral devices.

• Re-image systems and reinstall/configure required applications.

• Troubleshoot operating systems, hardware, and enterprise applications.

• Liaise with third-party vendors for escalations and hardware replacements.

• Document all issues and resolutions within the IT Service Management (ITSM) system.

• Provide application-level support and coordinate with Level 2 teams for global issues.

• Handle desktop/laptop upgrades, installations, and refreshes, ensuring user data retention.

• Configure and support network printers, install drivers, and work with vendors for setup and maintenance.

• Set up and configure desktops, laptops, mobile devices, and related software/hardware.

• Offer both onsite and remote technical assistance to end users.

• Manage and prioritize service tickets to meet SLA timelines.

• Develop and maintain documentation for standard installations and configurations.

• Collaborate with vendors and Level  teams to improve service delivery.

• Provide IT support for events, meetings, and emergency or disaster recovery scenarios.

• Strong knowledge of O365, Active Directory, DNS, Group Policies, Networking, and Firewalls.

Education & Qualifications:

• Relevant technical certifications or equivalent hands-on experience in IT support.

Skill:

• Proficiency in Android OS, macOS, MS Office, LAN/WAN basics, Wi-Fi, VOIP, and software installations.

• Solid understanding of O365 and enterprise-level support.

• Strong grasp of Active Directory (User/Group Management), DNS, Group Policy, Networking, and Firewall principles.

• Hands-on experience with second-line technical support, incident management, and problem resolution.

• Familiarity with SLAs and ITIL-based service processes.

• Excellent verbal and written communication skill.

• Strong interpersonal skill to manage interactions with users, management, IT staff, project teams, and external vendors.