Tier 2 Technical Support

Title / Role: L2 Tech support

Duration: Contract 06-12 Months

Location Multiple location over USA (Newark Delaware, USA, Zip Code - 19713

Sterling VA, USA, Zip Code - 20166

Norwich, New York, USA, Zip Code - 13815

Jacksonville, Florida, USA, Zip Code- 32256

Evendale, Ohio, USA, Zip Code- 45215

Lynn, MA, USA, Zip code - 1905

Niskayuna NY, USA, Zip Code - 12309

Niskayuna NY, USA, Zip Code - 12309

Rockford, Illinois, USA, Zip Code - 61111

Pompano Beach, Florida, USA, zip code - 33069

Grand Rapids, Michigan, USA, Zip Code - 49512

Episcenter- Dayton Ohio, USA, Zip Code- 45409

Washington DC, USA, Zip Code - 20166

Clearwater, Florida, USA, Zip Code- 33762

Bohemia, New York, Zip Code - 11716

Asheville, NC

Madisonville KY, USA, Zip Code - 42431

Auburn, AL, USA, Zip Code - 36832

Lafayette Indiana, USA, Zip Code - 47905

McAllen, Texas, USA, Zip Code - 78503

Florence Kentucky, USA, Zip Code - 41042

Dallas Texas, USA, Zip Code - 7526

Durham, NC, USA, Zip Code - 27703

Cincinnati Ohio- ACSC, USA, Zip Code - 45246

Strother, Kansas, USA, Zip Code - 67005

Peebles, Ohio, USA, Zip Code - 45660

Evendale, Ohio, USA, Zip Code- 45215)

Job description:

Site Migrations Associate need to be citizen of the country and needs to work from customer site (all 5 days a week).

• Provide break/fix support for desktops, laptops, and peripherals
• Re-image devices and reinstall/configure applications as needed
• Troubleshoot Windows OS, hardware, and enterprise applications
• Coordinate with third-party vendors for escalations and hardware replacements
• Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.)
• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
• Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
• PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform users existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.
• Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
• Provide onsite and remote technical assistance to End Users.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOP?s)
• Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Good understanding of O365 and related support activities
• Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall
• Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool
• Experience of working within SLAs and ITIL processes
• Effective written and verbal communication skills
• Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.

Job Type: Contract

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Life insurance
• Paid time off

Compensation Package:

• Bonus opportunities
• Hourly pay
• Signing bonus
• Yearly bonus

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Android/IOS/Windows: 2 years (Required)
• Ticketing/ServiceNow/Remedy: 2 years (Required)
• Microsoft Office 365: 1 year (Preferred)
• Desktop/Laptop troubleshooting: 2 years (Preferred)
• Printer configuration & support: 1 year (Preferred)
• Remote assistance tools/ RDP, AnyDesk, TeamViewer: 1 year (Preferred)
• Break/fix support: 2 years (Preferred)

Ability to Commute:

• McAllen, TX 78503 (Preferred)

Ability to Relocate:

• McAllen, TX 78503: Relocate before starting work (Preferred)

Work Location: In person

Salary : $18 - $22