Desktop Support Technician – L2

September 9

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New Era Technology

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New Era Technology is a global managed technology service provider$1. .$1

Cisco Gold Partner • Avaya Diamond Partner + Cloud Specialist • Extreme Networks Gold Partner • Palo Alto Partner • Polycom Gold Solution Advisor

1001 - 5000

Description

• Serve as the initial contact for reporting technical issues and answering questions related to software, hardware, and network problems. • Provide hands-on technical support for desktops, laptops, peripherals - Windows and MAC. • Upgrading Windows & Apple notebook through the addition of new hardware, such as additional RAM or a new disk drive • Replacing worn or defective parts and clean Windows & Apple notebook hardware according to manufacturers’ specifications • Performing testing of equipment that has been repaired, prior to returning the equipment to the user • Imaging and re-imaging for Windows & Apple notebook deployments • Respond to phone calls, messages, and emails related to system issues or hardware problems. • Accurately diagnose, troubleshoot hardware and software issues, ensuring timely resolution. • Assist end-users with hardware and software installations, configurations, and upgrades. • Educate users on best practices for IT security and data protection. • Ensure exceptional customer service and user satisfaction. • Configure, troubleshoot, and monitor the functioning of personal computers and server systems. • Basic Networking Knowledge • Collaborate with other IT teams to address complex technical problems. • Support and Mentor team members of desktop support technicians. • Undertake pre-emptive maintenance on telecommunication equipment. • Escalate unresolved issues to higher support tiers when necessary. • Assign tasks, Coordinate with L2 teams, conduct training and provide feedback. • Foster a positive and collaborative work environment. • Maintain accurate records of incidents, service requests, and resolutions. • Create and update documentation related to desktop support processes. • Coordinate with stakeholders to ensure successful project execution. • Inventory management • Other related duties as required.

Requirements

• Technical skills in installation and troubleshooting of relevant software and hardware. • Knowledge and experience providing customer services, preferably in an IT service environment. • Using any case management / support ticketing and knowledge-based systems • Experience of supporting Office 365 • A+ certification

Benefits

• Medical • Dental • Vision • 401K with a match • 28 paid days off including company holidays. • 5 different Flexible Spending account options