What are the responsibilities and job description for the Level 2 Support Engineer position at All Copy Products?
Our Verticomm team is expanding, and we are currently seeking a talented Level 2 Engineer to work in a collaborative team environment assisting our clients with their technical support needs.
www.verticomm.com
The Level 2 Engineer is responsible for remote and onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software.
To perform this job successfully an individual should meet and demonstrate the following.
Primary Responsibilities
www.verticomm.com
The Level 2 Engineer is responsible for remote and onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software.
To perform this job successfully an individual should meet and demonstrate the following.
Primary Responsibilities
- Responsible for producing high quality work during normal business hours.
- Responsible to report all work completed in our ticketing system in real time.
- Responsible for following all documentation, policies, process and procedures as laid out by the Department head.
- Responsible to resolve all escalated tickets and perform a knowledge transfer to Level 1 technicians as time permits .
- Responsible for creating KB’s articles in our ticketing system and IT Glue repository.
- Responsible to meet Key performance measurements around SLA.
- Responsible to go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment.
- Abilities to effectively execute standard requests for Support tickets relating to Desktop/Laptop hardware, software related as they are escalated.
- Ability to perform advanced troubleshooting of hardware and software issues triage incidents appropriately providing resolution.
- Ability to perform advanced troubleshooting for clients end user server/application systems.
- Ability to perform advanced network functionality tests to isolate local system issues or a wider network issue.
- Excellent written and oral communication skills.
- Excellent troubleshooting skills.
- Ability to identify . Manage tactical priorities.
- Ability to decipher ticket urgency and set priorities to meet client needs based on SLA
- Assist in process and procedure improvements.
- Advanced knowledge of Windows Operating Systems, WIN 10 and Win 11
- Advanced knowledge of Office suites products with primary focus on Outlook 365, Excel and Word
- Advanced knowledge of Network Firewalls, Switching, and Wireless hardware.