What are the responsibilities and job description for the L2 Service Technician position at CyberCSI Inc.?
About the Role:
We are looking to hire a skilled L2 Service/Repair Technician to assist our clients with computer hardware issues. You will be required to work on-site 8 – 5pm Monday thru Friday. This self-motivated candidate will follow defined account or departmental policies and procedures, work on routine assignments, identify, test and repair system hardware.
Minimum Qualifications:
Technical authorization with CompTIA "A " Certification a plus
Requires a technical background with at least 2 years of professional experience
Able to multitask and prioritize multiple projects
Good interpersonal and organizational skills are a must
Must be dependable and able to meet deadlines consistently
Should have the ability to work under pressure and be flexible to adapt to a changing environment
Troubleshooting and problem solving experience is preferred
Must possess excellent communication skills
General knowledge of Microsoft Office and Google Apps is a plus
Must be experienced with a service ticketing database, IE: HPSM, Service Now
Knowledge in one or more operating systems such as Mac OS, Windows 10, or iOS is mandatory.
Responsibilities:
Face to Face support regarding Windows, MacOS, iOS software and configuration.
Respond to dispatched assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the IT Bars.
Imaging, pre-configuration, data migrations and application installation for Windows and MacOS systems.
Logistics of receiving, handling and sorting of computer and related peripherals products received from customers and hardware vendors.
Support of deployment, troubleshooting, and receipt of mobility devices including iPhone, iPad, and Mifi equipment.
Confers with management to assist development of service quality assurance processes and procedures
Manage assets and take detailed notes utilizing Customer Relationship Management tools or applications by keeping status, details, notes or any other updates consistent between multiple tools or applications utilized for CRM and tracking purposes.
Execute the delivery of services per Service Level Agreements to customers
Expected to populate the Knowledge Base frequently and document resolutions
workarounds, and frequently asked questions for problems and service requests
Work independently and report progress to your supervising manager
Other duties and responsibilities may be assigned
Physical Requirements:
While performing the duties of this job, the employee is required to stand, walk, sit, and reach with hands and arms. The noise level in the work environment is usually moderate. The employee must be able to lift up to 50lbs to occasionally move heavy boxes and/or computer hardware.
Skills:
As an L2 Service Technician, you will use your technical expertise and customer service skills on a daily basis. You will need to have a strong understanding of networking protocols and troubleshooting techniques to resolve technical issues. Additionally, you will need to have excellent communication skills to effectively communicate with clients and other technical teams. Your ability to work independently and in a team environment will be critical to your success in this role. Preferred qualifications such as experience with cloud-based technologies, scripting languages, and IT service management frameworks will also be beneficial in this role.
