Job Summary:

The Level 2 technician is responsible for providing technical support and assistance in the management, monitoring, and troubleshooting of network infrastructure, end-user computing and server devices. This role involves responding to incidents, and being dispatched to site ensuring SLAs are adhered to. Collaborating with other teams to maintain an efficient and reliable service. The Level 2 Field Services Technician will report directly to his or her regional Team Leader. In this role, the Level 2 Field Services Technician’s key responsibility is to perform in-warranty, end-user computer hardware breakfix repairs and replacements. The individual will need to have knowledge of operating systems, computer hardware and peripherals, including but not limited to screens, motherboards, hard drives, etc., as well as networking and server systems.

Responsibilities:

· Pick-up required part at defined pick-up and drop-off location.

· Validate physical warranty status.

· Confirm Dell's Advisory Diagnosis (if not, help Dell accurately diagnose the fault).

· Make the appropriate repairs, replace any defective parts identified in the Advisory Diagnosis and achieve a fix.

· Return system to proper operating condition.

· Except for consumable parts as identified, return defective material at a defined pick-up and drop-off location.

· Diagnose, research, and troubleshoot computer operating system issues (Hardware and software, networking, VPN, connectivity, server, and other network devices/peripherals).

· Respond promptly and professionally to alerts and end-user IT issues.

· Update the internal Global Service Centre (“GSC”) with ticket status information for purposes of demonstrating compliance with issue response and resolution, logging daily activities and documenting solutions.

· Install, configure, and support desktops, laptops, virtual machines, mobile phones, VOIP products, servers, back-up systems and miscellaneous devices.

· Function as primary point of contact and communication with end-customer from assignment of the ticket to successful resolution of issue, including scheduling work and keeping the end-customer along with the internal GSC aware of work status and solution progress.

Qualifications:

· US citizenship required.

· Driver’s license and personal vehicle required with the ability to travel within a radius daily to pick-up parts at designated pick-up and drop-off locations and to support end-clients.

· Must have a high school diploma with bachelor’s degree or advanced technical degree in relevant field (computer science, information technology) preferred.

· 2-4 years’ experience with hands-on, IT support troubleshooting PCs/laptops.

· Proven experience as an on-site end-user computing Level 2 technician or a similar role.

· CompTIA certifications in A , Network or Security is preferred.

· Dell qualifications/certification preferred but not required (experience with Dell hardware and servers is a plus)

· Excellent analytical and problem-solving skills.

· Demonstrated punctuality, strong communication and interpersonal skills.