Diverse Lynx
IT Tech Support L2
Diverse Lynx, Atlanta, Georgia, United States, 30383
Role: IT Tech Support L2Type: ContractContract Location: Atlanta, GA 30350 - (Onsite from Day1, locals only)Contract Duration: 11 months
Responsibilities:
The agent onsite here will be responsible for end user support. This requires impeccable written and verbal communication skills. The agent will be expected to handle all interactions in a courteous and timely manner.The IT Tech Support L2 reports to the IT manager on site. This role is responsible for the troubleshooting and maintaining IT equipment on site. This equipment includes, desktops, laptops, smartphones, printers, fax machines etc. He/She is responsible for Monitoring, escalating and resolving support calls as per defined SLA & Quality definitionsAdditionally, the IT Tech Support L2 is responsible for proactive maintenance of printers, fax machines & scanners. The IT Tech Support L2is responsible for ensuring all checks are completed as per the IT maintenance checklists. As needed, the IT Tech support L2 must contact vendor/manufacturer support to seek outside help to resolve issues.
Responsibilities:
Troubleshooting and maintenance of End user, Mobile devices and basic telecom equipment.Preemptive maintenance of End user, telecom & basic IT infrastructure equipment.Ensure all end user and IT documentation is updated.End user training for new / existing applications when needed.Imaging new PCs & laptops and configuring them for end user use.Escalation point of contact for help desk issues.Represent local IT team for any local business critical IT issues.Work with IT management teams to ensure ramp ups and new transitions requirements are handled promptly.Manage the queue of the ticketing system.
Qualifications Minimum qualifications:
BS/MS in information systems, computer applications or similar field preferred.At least one Certification - A+, network +, CCNA, MCSE, MCP.Minimum 5 years experience in IT service desk analyst role or user support functions
Preferred Qualifications:
Candidate should have experience in technical troubleshooting and resolving client desktop, 0365, MDM & network issues.He or she must be proficient working knowledge of Windows 10, Windows7, 0365 apps and least one MDM solution.Excellent oral and written communication skillsSet and meet expectations of end usersAssertive and able to work successfully in a fast-paced work environmentAbility to proactively work on problems of diverse scopeAbility to interact & follow up with offshore teamsStrong initiative, resourcefulness and follow-throughExceptional organizational, prioritizing and multi-tasking skillsAbility to independently research problems and create solutionsDemonstrate High level of energy and flexibilityWilling to work extra hours when requiredUnderstanding of basic scripting, application packaging and codingKnowledge of the Microsoft Deployment Toolkit, Windows Deployment Services, Ghost ImagingOffice365 knowledge including Outlook/SharePoint/OneDrive/TeamsMust be proficient with MacOS / iOSAbility to provide support to high level executivesFamiliar with various video conferencing hardware/software
Physical Demands:
Must be able to lift and maneuver heavy electronic equipment such as batteries for power systems, servers, printers and equipment that may exceed 50lbs.Standing for long periods of time, crawling under desks, cubicles, equipment etc., or maneuvering in small spaces such as rack spaces, IT closets, server areas is required.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
Responsibilities:
The agent onsite here will be responsible for end user support. This requires impeccable written and verbal communication skills. The agent will be expected to handle all interactions in a courteous and timely manner.The IT Tech Support L2 reports to the IT manager on site. This role is responsible for the troubleshooting and maintaining IT equipment on site. This equipment includes, desktops, laptops, smartphones, printers, fax machines etc. He/She is responsible for Monitoring, escalating and resolving support calls as per defined SLA & Quality definitionsAdditionally, the IT Tech Support L2 is responsible for proactive maintenance of printers, fax machines & scanners. The IT Tech Support L2is responsible for ensuring all checks are completed as per the IT maintenance checklists. As needed, the IT Tech support L2 must contact vendor/manufacturer support to seek outside help to resolve issues.
Responsibilities:
Troubleshooting and maintenance of End user, Mobile devices and basic telecom equipment.Preemptive maintenance of End user, telecom & basic IT infrastructure equipment.Ensure all end user and IT documentation is updated.End user training for new / existing applications when needed.Imaging new PCs & laptops and configuring them for end user use.Escalation point of contact for help desk issues.Represent local IT team for any local business critical IT issues.Work with IT management teams to ensure ramp ups and new transitions requirements are handled promptly.Manage the queue of the ticketing system.
Qualifications Minimum qualifications:
BS/MS in information systems, computer applications or similar field preferred.At least one Certification - A+, network +, CCNA, MCSE, MCP.Minimum 5 years experience in IT service desk analyst role or user support functions
Preferred Qualifications:
Candidate should have experience in technical troubleshooting and resolving client desktop, 0365, MDM & network issues.He or she must be proficient working knowledge of Windows 10, Windows7, 0365 apps and least one MDM solution.Excellent oral and written communication skillsSet and meet expectations of end usersAssertive and able to work successfully in a fast-paced work environmentAbility to proactively work on problems of diverse scopeAbility to interact & follow up with offshore teamsStrong initiative, resourcefulness and follow-throughExceptional organizational, prioritizing and multi-tasking skillsAbility to independently research problems and create solutionsDemonstrate High level of energy and flexibilityWilling to work extra hours when requiredUnderstanding of basic scripting, application packaging and codingKnowledge of the Microsoft Deployment Toolkit, Windows Deployment Services, Ghost ImagingOffice365 knowledge including Outlook/SharePoint/OneDrive/TeamsMust be proficient with MacOS / iOSAbility to provide support to high level executivesFamiliar with various video conferencing hardware/software
Physical Demands:
Must be able to lift and maneuver heavy electronic equipment such as batteries for power systems, servers, printers and equipment that may exceed 50lbs.Standing for long periods of time, crawling under desks, cubicles, equipment etc., or maneuvering in small spaces such as rack spaces, IT closets, server areas is required.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.