Level 2 Technical Engineer

Overview

• Provide Level 2 technical support for clients, ensuring exceptional service and timely resolution of issues.
• Diagnose and troubleshoot hardware and software problems, maintaining system functionality and reliability.
• Collaborate with clients to understand their business needs and implement effective technological solutions.
• Maintain and manage asset inventory, including setup, deployment, and decommissioning of equipment.
• Provide support for conferencing systems, including setup and troubleshooting of video and audio equipment.
• Document technical processes, SOPs, and client interactions accurately and promptly.
• Ensure compliance with cybersecurity protocols and best practices to safeguard client systems.
• Work collaboratively within a team to enhance service delivery and customer satisfaction.

Key Responsibilities & Duties

• Act as an escalation point for Level 2 technical issues, resolving complex problems efficiently.
• Monitor and manage service requests, ensuring adherence to agreed service levels.
• Support Windows and MacOS operating systems, including troubleshooting DNS, DHCP, and networking issues.
• Utilize tools such as Microsoft Intune, Jamf, and Office 365 for system management.
• Provide deskside support for conferencing systems, network printers, and workstation peripherals.
• Develop and maintain technical documentation, including SOPs and client reports.
• Communicate effectively with clients, keeping them informed of incident progress and changes.
• Enhance customer service perception and satisfaction through proactive communication and follow-up.

Job Requirements

• Bachelor’s degree in IT, Computer Science, or related field, or equivalent work experience.
• Minimum 3 years of experience in technical support, with preferred 6 years.
• Proficiency in Windows and MacOS operating systems, DNS, DHCP, and networking troubleshooting.
• Experience with Microsoft Intune, Jamf, Office 365, and Azure Virtual Desktop.
• Knowledge of LAN/WAN systems, remote desktop services, and video conferencing equipment.
• Strong problem-solving skills and attention to detail, with the ability to multitask effectively.
• Excellent verbal and written communication skills, with a customer-focused approach.
• Relevant certifications such as Microsoft Certifications are highly desirable.