Onsite 2 days a week (required)/3 days remote
7am to 4pm CST or 8am to 5pm CST option
We are looking for a Level 2 Desktop Support Engineer to provide technical assistance to our customers. You will help install, upgrade and troubleshoot hardware and software systems. Your primary responsibilities will be in Incident and Problem Managements. This position will be working with: 1 the End User Compute Engineering team which is responsible for creation and deployment of packages and images to all workstations, laptops and tablets using SCCM 2.
Responsibilities:
• Address user tickets regarding hardware, software and networking issues on end-user devices
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals
• Create Knowledge Area Articles (KAs) to increase resolution on Level 1
• Monitor performance metrics to ensure all metrics are met
• Build relationships with L1/L2 and other technical teams
• Identify opportunities for continual service improvement
• Identify and resolve problems
Requirements
• Proven work experience as a Desktop Support, Technical Support Engineer or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• BSc in Computer Science or relevant field
• 6+ years experience in desktop support
• 2+ years experience in cloud / virtual computing environment
• 2+ years experience in problem management
• ITIL Foundations certifications recommended
• Comptia A+ and other technical certifications recommended
• MCSA/MSCE desired