IT Support Engineer(L2)

Title: IT Support Engineer(L2)

Location: 100% Remote

Job Type: Contract

Responsibilities:

Provide Level 2 IT support to end users resolving incidents, service requests, and problem tickets assigned to Field Services assignment group

Troubleshoot and resolve issues related to system hardware, application software, and operating systems. Perform endpoint security remediations as assigned by Security

Experience in supporting end user and IT devices, such as Windows desktops & laptops, Apple devices (i.e. MacBooks, iPads, etc.), Chromebox, Printers, Scanners, etc.

Provide hands and feet support for facility infrastructure (network, systems admin, etc.) and on-site event support (i.e. board meetings)

Coordinate with the central IT Service Desk to ensure adherence to SLAs and maintain high levels of customer satisfaction

Perform equipment setup for Moves/Adds/Changes (MAC)

Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), manage IT equipment delivery and IT asset inventory including computers, peripherals, and accessories

Conduct weekly inventory audits and submit stock report

Coordinate with vendors for RMAs and troubleshooting of hardware/software issues

Required Skills:

Education: Associate’s or Bachelor’s degree in IT, Computer Science, or related field and/or equivalent work experience

5+ years experience in IT field services or deskside support

CompTIA A+ certification

Understanding of ITIL framework

Understanding of IT technologies

Experience managing an Infrastructure or customer-facing support (i.e. Desk-side services)

Experience working with technology vendors

Proficient in Microsoft Office tools, including Excel and Powerpoint

Excellent verbal, written and presentation skills

Ability to handle multiple tasks and assignments

Proven ability to thrive in a fast paced, dynamic environment.

Nice to Have Skills

ITIL v4 certification

Related infrastructure (network, virtualization) certifications

Thanks

Aatmesh