What are the responsibilities and job description for the L2 Desktop Support Engineer position at Sybex Support Services Inc.?
i. Job Description
The Band 2 Desktop Technician will provide day to day localremote desktop support receive inbound calls answer questions troubleshoot and document steps performed to resolve challenges with hardware software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix fault diagnosis and resolution. Providing fault analysis to customers various core operating systems and platforms as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 23 years experience in Windows Desktop support
ii. Position Responsibilities and Functions
Provide first / second level contact and problem resolution for customer issues.
Work with Third Party Vendors to remediate complex AV issues as needed.
Provide timely communication on issue status and resolution.
Maintain ticket updates for all reported incidents.
Install upgrade support and troubleshoot XP Windows 7 Windows 8.1 Windows 10 and Microsoft Office 2010 Cisco Jabber another authorized desktop application.
Should have basic knowledge of Mac operating system to support Apple pc users.
Install upgrade support and troubleshoot for printers computer hardware.
Performs general preventative maintenance tasks on computers laptops printers.
Performs remedial repairs on Desktops laptops printers and any other authorized peripheral equipment.
Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware / software.
Broad experience of IT with basic understanding of Networks Servers Audio / Visual Smart Devices and Telecoms.
This position requires the ability to work in a projectbased environment requiring flexibility and teamwork. Performs other duties as assigned.
iii. Candidate Required Minimum Qualifications and Skills
Bachelors Degree or equivalent in Computer Science or related field.
CompTIA A Microsoft Certified Professional (MCP) or better.
Minimum of 18 months years of IT experience.
Windows 710 Microsoft Active Directory utilization of GPOs MS Office 365 PC hardware installation and troubleshooting Enterprise antivirus solutions Helpdesk ticketing systems.
Mobile device management including IOS and Android devices Enterprise encryption solutions Windows PC / laptop management via Active Directory.
Proven analytical troubleshooting and problemsolving skills.
Proven ability to multitask effectively determine priorities and meet SLAs. h) Excellent communication relationshipbuilding and internal customer service skills.
Adaptable and flexible in a fastchanging industry and work environment.
Willing to work offhours and weekends when required for projects or emergency support.
Key Skills
Mac Os,Active Directory,Desktop Support,Computer Networking,Mobile Devices,Windows,Remote Access Software,SCCM,Help Desk,Operating Systems,Remedy,Troubleshooting
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