IT Support Specialist

The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

Provide swift and professional deskside IT support

Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions

Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels

Utilize the ticket management system to record, update and resolve tickets from the Helpdesk

Collaborate with other support groups across global locations to help troubleshoot client issues

Utilize tools for building, monitoring and troubleshooting client devices

Responsibilities:

Minimum 2 - 3+ years of experience.

Break / Fix - L1 and L2 issues.

Windows / MAC Support

IMAC - Install, Move, Add, Change

Hardware / Software issues

Connectivity issues - VPN, Soft Phones, Remote Desktop, VDI

Ticketing System (ServiceNow)

Asset Tracking / Inventory Management

Office 365

Strong Communications Skills