IT Support - L2

Level 2 IT Support engineer provides IT support to internal employees remotely or at the local office. Finds fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills.

• 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• Document resolutions and update procedures that may be outdated.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

• 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

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