Want to venture deeper into the role of a 2nd Line Support Engineer? Join a global provider of IT services and solutions, specializing in the delivery of technology support, infrastructure services, and managed services. Founded in 1997, the company operates across various sectors, including telecommunications, media, technology, and finance, helping organizations enhance their IT capabilities and streamline their operations.
The company is seeking a 2nd Line Support Engineer to handle issues that can't be resolved remotely. Onsite support will focus on increasing local resolution of incidents and requests, boosting productivity and enhancing customer satisfaction. Ready for the next step in your career? Apply today and let's explore your future!
Responsibilities:
Onsite involvement in hardware inventory tracking and registration of all assets used.
Perform onsite Installation, Moves, Adds and Changes (IMAC) as requested by users on sites.
Providing a customer-focused IT support to the business, ensuring a responsive and informed service and coordination of site-related IT activities.
Active user interaction and handling of IT-related user questions and issues during site visits.
Coordination and resolution of local site issues and General & local facilities.
Identifying recurring incidents and being proactive in proposing resolutions to reduce the number of incidents, where possible (Local Incident Management).
Manage incidents on campus site level.
Basic network knowledge.
Required Skills/Qualifications:
In-depth knowledge of computer hardware.
Expertise in common software applications.
Advanced understanding of Microsoft operating systems.
Strong proficiency in printer hardware.
Skilled in configuring and troubleshooting networking, wireless, and VPN features for end-user devices.
Proficient in using ticketing software.
Familiarity with Microsoft Office and Office 365 applications.
Experience with PC/Laptop hardware.
Knowledge of PC/Laptop peripherals, including printers.
Expertise in mobile devices.
Experience with Active Directory.
Proficient in Exchange.
Familiarity with Apple OS.
Understanding of network and server hardware and components.
Desirable Skills:
Ability to advise and present to one or more customer staff.
Monitor and control daily service call activity, utilization, inventory levels, and service levels.
Exceptional customer service.
Advanced knowledge in Customer Service Aptitude.
Resolving technical problems with hardware, software, and connectivity.
Troubleshooting customer issues while maintaining agreed-upon service levels for customer contact and resolution.
Participate in the configuration and support of internal systems.
Duration:
3/6 Months
Day Rate:
Negotiable
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