Level 2 Technical Engineer

Overview

• Provide advanced technical support, resolving complex issues to ensure seamless client operations and satisfaction.
• Diagnose and troubleshoot hardware and software problems, maintaining system reliability and performance.
• Collaborate with clients to understand their needs and implement tailored technological solutions.
• Manage asset inventory, including equipment setup, deployment, and decommissioning.
• Support conferencing systems, ensuring optimal functionality of video and audio equipment.
• Document technical processes and interactions to maintain accurate records and improve workflows.
• Ensure compliance with cybersecurity standards to protect client systems and data integrity.
• Collaborate within a team to enhance service delivery and exceed client expectations.

Key Responsibilities & Duties

• Act as a primary escalation point for Level 2 technical issues, resolving them efficiently.
• Monitor and manage service requests, ensuring adherence to service level agreements.
• Support Windows and MacOS operating systems, troubleshooting DNS, DHCP, and network issues.
• Utilize tools like Microsoft Intune, Jamf, and Office 365 for effective system management.
• Provide deskside support for conferencing systems, network printers, and workstation peripherals.
• Develop and maintain technical documentation, including standard operating procedures.
• Communicate effectively with clients, keeping them informed of incident progress and resolutions.
• Enhance customer satisfaction through proactive communication and service excellence.

Job Requirements

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