Level 2 Technician
eXcell, New York, NY, United States
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Our client is currently seeking a Level 2 Technician to join their team onsite in New York, NY.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
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
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)
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)
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.)
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 both a Windows and Mac environment required
Desktop and / or Infrastructure support experience
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
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
$37.00 - $40.00 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. **
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