L2 IT Support Engineer

Specific Responsibilities

& Duties

• Providing timely and effective technical, operations and training support of end user computers and devices by telephone or email
• Taking escalations from tier 1 support
• Image, install and maintain employees computers and devices
• Manage Active Directory, email and phone system accounts
• Install, support and maintain printing environments
• Provide virus / malware protection and remediation using standardized tools
• Remotely patch employee computers
• Advance computer / network troubleshooting
• Research and document processes to support ongoing projects
• Document resolutions and update procedures that may be outdated.
• Strong understanding and skills in SLA, KPI Management
• Take ownership of tickets and internal interactions.
• Maintain Applications and Devices in InTune/Azure
  
  
  

Qualifications & Experience

• A bachelor's degree in computer science, information technology, or similar.
• 3-5 years of experience as a support engineer.
• Proven Experience troubleshooting problems ranging from server, network, and PC issues.
• Proficiency in remote desktop and helpdesk software
• Experience with RMM Tools
• Advanced knowledge of IT software, hardware, and network setup.
• Exceptional ability to prioritize and diagnose IT problems.
• Extensive experience in resolving customer IT queries.
• Proficiency in documenting processes and monitoring performance metrics.
• Ability to relay important application feedback to IT developers
• Exceptional written and verbal communication skills.
• Microsoft InTune Experience
  
  
  

Key

Competencies

Analytical, Detail Orientated, Strategic Thinker. Capacity for innovation. Ability to interact at all levels of the organization with emphasis on senior executives.

Supervisory Experience

Not required

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities, and activities may change to accommodate business requirement.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequently required to sit, stand, walk, talk, hear, bend and reach.
• Ability to reach with hands and arms.
• Normal, corrective vision range; ability to see color and to distinguish letters, numbers, and symbols.
  
  
  

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately quiet. The work environment is indoors. The position does not travel.

Position Type/Expected Hours of Work

This is a full-time position, and general hours of work and days are Monday through Friday, 8:30AM-6:00PM Eastern time. Upon request the employee may be required to work weekends pending Company needs.