L2 Tech Support

L2 Tech SupportNorwich, New York, United StatesJob DescriptionResponsibilities:7+ years of experience in Desktop Management - Infrastructure Services (IS)Provide break/fix support for desktops, laptops, and peripheralsRe-image devices and reinstall/configure applications as neededTroubleshoot Windows OS, hardware, and enterprise applicationsCoordinate with third-party vendors for escalations and hardware replacementsDocument issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.)Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installationsProvide onsite and remote technical assistance to End Users.Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.Respond to end-user requests for updates on ticket status and promptly follow up as needed.Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOPs)Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by supportProvide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.Good understanding of O365 and related support activitiesGood understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and FirewallProviding 2nd line technical support, incident & problem management through effective management of Service Desk ToolExperience of working within SLAs and ITIL processesEffective written and verbal communication skillsVery strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.