Service Technician - L2

Job Description

Job Description

TITLE: SERVICE TECHNICIAN (L2)

LOCATION: DIXON, CA

About the Role:

We are looking to hire a skilled L2 Service/Repair Technician to assist our clients with computer hardware issues. You will be required to work on-site 8 – 5pm Monday thru Friday. This self-motivated candidate will follow defined account or departmental policies and procedures, work on routine assignments, identify, test and repair system hardware.

Responsibilities:

• Face to Face support regarding Windows, MacOS, iOS software and configuration.
• Respond to dispatched assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the IT Bars. 
• Imaging, pre-configuration, data migrations and application installation for Windows and MacOS systems.
• Logistics of receiving, handling and sorting of computer and related peripherals products received from customers and hardware vendors.
• Support of deployment, troubleshooting, and receipt of mobility devices including iPhone, iPad, and Mifi equipment.
• Confers 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.
• Execute the delivery of services per Service Level Agreements to customers
• Strong understanding of networking protocols and troubleshooting techniques to resolve technical issues. 

Minimum Qualifications:

• Requires a technical background with at least 2 years of professional experience
• Knowledge in one or more operating systems such as Mac OS, Windows 10, or iOS is mandatory
• Must be experienced with a service ticketing database, IE: HPSM, Service Now
• Able to multitask and prioritize multiple projects
• Good interpersonal and organizational skills are a must
• 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
• Technical authorization with CompTIA "A+" Certification a plus
• Preferred qualifications such as experience with cloud-based technologies, scripting languages, and IT service management frameworks will also be beneficial in this role.

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.