L2 Onsite Support Engineer

• Provide high level of customer service
  
• Provide phone and deskside 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 troubleshooting 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

• A+ certification required
  
• 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
  
• Strong interpersonal skills and thoughtful and effective communicator
  
• Excellent time management and organization skills
  
• Strong written and oral communication skills
  
• Strong experience and understanding of OfficeO365 Experienced in working with Service-Now platform preferred but not necessary
  
• Working knowledge/experience with PC Imaging Tools.
  
• Working knowledge/experience with diagnosis and remote control tools.
  
• Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.