Service Technician (L2) - NWE

Job Description

Job Description

L2 Service Technician (NWE) Summary: The Technician would be responsible for a queue of tickets involving the onsite support of monitors and customers in a pseudo-Open space environment in coordination with other technicians. Additionally, the Technician would respond to scheduled assignments involving supporting and cross training with various teams, including customer interaction and service, hardware deployment, hardware repair, inbound and outbound logistics, iPhone and iOS support, and other areas. This self-motivated candidate will follow defined account and departmental policies and procedures as described above. Essential Duties and Responsibilities: Onsite customer support regarding monitors, including connection issues, break-fix replacement, proactive and reactive maintenance, and inventory management. In person customer support regarding Windows, OSX, and iOS software and configuration. Imaging, pre-configuration, data migrations and application installation for Windows and OSX systems. Troubleshooting and Repair of Apple & HP computer hardware following internal and manufacturer guidelines. Logistics of receiving, handling and sorting of computer and related peripherals products received from customers and hardware vendors. Logistics of shipping out prepared systems. Support of deployment, troubleshooting, and receipt of mobility devices including iPhone, iPad, and Mifi equipment. Confer with management to assist development of service quality assurance processes and procedures. Manage assets and take detailed notes utilizing Customer Relationship Management tools or applications by keeping status, details, notes or any other updates consistent between multiple tools or applications utilized for CRM and tracking purposes. Work independently and report progress to your supervising manager. Other duties and responsibilities may be assigned. Education/Experience: Technical authorization with CompTIA "A+" Certification a plus Requires a technical background with at least 2 years of professional experience Able to multitask and prioritize multiple projects Good interpersonal and organizational skills are essential Must be dependable and able to meet deadlines consistently Should have the ability to work under pressure and be flexible to adapt to a changing environment Troubleshooting and problem solving experience is preferred Must possess excellent communication skills General knowledge of Microsoft Office and Google Apps is a plus Must be experienced with a service ticketing database, IE: Remedy, HPSM, Service Now Knowledge in one or more operating systems such as Mac OSX, Windows 11, or iOS is mandatory Physical Requirements: While performing the duties of this job, the employee is required to stand, walk, sit, and reach with hands and arms. The noise level in the work environment is usually moderate. The employee must be able to lift up to 50lbs to occasionally move heavy boxes and/or computer hardware.