End User Support Engineer L2

Role & responsibilities

Key Job Responsibilities:

• Tier 3 Level Chat Support
• Must be able to troubleshoot advanced complexity IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers
• Must be able to provide level 3 support and provide technical information back to network, server and voice teams as well as understand the basic function the device performs
• Advanced understanding ping, tracert, device status
• Basic understanding of what a firewall, core switch, distro switch, user access switch is and does & how they are connected
• Moderate understanding of DNS/DHCP, file shares, whitelists, blacklists, VLANs, wireshark, encryption
• Moderate understanding of AD OUs, GPOs, start menu redirect, PAC files, host files
• Advanced understanding of Wifi setup and troubleshooting
• Moderate understanding of cloud computing Avaya in the cloud, Office 365 in the cloud, Azure, MFA
• Must have basic project management capabilities
• Must be able to troubleshoot advanced complexity software issues remotely.
• Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10
• Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates
• Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind
• After hours/weekend/holiday support will be required for on call rotation, change request support and project request support

Preferred candidate profile

• Troubleshooting and determining root cause of various IT issues to resolution.
• Ability to handle multiple chats throughout the day and meet various SLA requirements.
• After hours support will be needed at times if long queue times and/or emergency outages.
• Provide leadership and training of junior technicians.
• Act as liaison with the business Site Director, Ops Manager, Team Leads - partnering IT with Operations
• Advanced skill level in troubleshooting of IT hardware and software with various IT solutions.
• Compliance to all required security, patching and antivirus updates
• Adherence to documented processes & procedures, as well as suggestions for improvement
• Basic project management skills