Tier 1 Technician Level 2

REQUIREMENTS AND RESPONSIBILITIES:

• Enter and manage technical support incidents in a ticketing system
• Troubleshoot, identify, and resolve problems and escalating problems to appropriate systems engineers
• Troubleshoot and resolve Tier 2 support issues via phone, email, remote desktop and on site, using remote desktop tools (Microsoft Remote Desktop, Bomgar)
• Resolve issues and maintaining customer contacts according to a specified service level
• Provide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices) and network connectivity
• Maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and training
• Assist end users of applications software operating on Windows 7, Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported
• Assist customers with and resolve routine application questions, all versions of Microsoft Office Suite, Google mail, Calendar and Drive issues
• Install software for laptops and desktops
• Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff
• Add and delete user accounts and maintain groups as required
• Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing system (Footprints, Remedy etc.)
• Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices.
• Perform troubleshooting of local and network printer issues
• Perform manual antivirus scan of desktop/laptop after malicious incident notification
• Test software upgrades provided by the client, provide user upgrade plan, schedule upgrades with users and conduct upgrades
• Notify client of any unresolved user problems, outstanding trouble calls or other areas of concern
• Other duties as assigned.