Desktop Support Engineer L2

Responsibilities:

Provide high level of customer service

Provide phone and desk side support to end users across the site

Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary

Take ownership of issuerequest through resolution or escalation

Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action

Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation

Additional Responsibilities:

Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool

Ensure that work is carried out within agreed Service Levels. (SLAs)

Client on-boarding, transfers, and off-boarding efforts

Maintain high level of accuracy of AMDB

Availability during weekend and after hours as per rotational roster

Finish Projects (asset refresh etc) in a timely manner

Work on IMACDs and off hours move requests

Work with the team lead to make the team lead successful and be a great team player

Help users facing issues with Mobile Devices

Show urgency in helping C suite users and provide exceptional service

Requirements