EUC L2

Level 2 Field Services Technician

Profile

The Level 2 Field Services Technician will report directly to his or her regional Team Leader. In this role, the Level 2 Field Services Technician’s key responsibility is to perform in-warranty, end-user computer hardware breakfix repairs and replacements. The individual will need to have knowledge of operating systems, computer hardware and peripherals, including but not limited to screens, motherboards, hard drives, etc., as well as networking and server systems.

Hours and Location

This is a full-time position primarily aligned to 8:00am to 6:00pm EST hours. Occasional calls and meeting attendance off-hours may be required to adhere to global client time zones.

Core Duties and Responsibilities

· Diagnose, research, and troubleshoot computer operating system issues (Hardware and software, networking, VPN, connectivity, server, and other network devices/peripherals).

· Respond promptly and professionally to alerts and end-user IT issues.

· Update the internal Global Service Center (“GSC”) with ticket status information for purposes of demonstrating compliance with issue response and resolution, logging daily activities and documenting solutions.

· Install, configure, and support desktops, laptops, virtual machines, mobile phones, VOIP products, servers, back-up systems and miscellaneous devices.

· Function as primary point of contact and communication with end-customer from assignment of the ticket to successful resolution of issue, including scheduling work and keeping the end-customer along with the internal GSC aware of work status and solution progress.

Required Qualifications and Skills

· Driver’s license and personal vehicle with the ability to travel within a radius daily to pick-up parts at designated pick-up and drop-off location and to support various end-clients.

· Must have a high school diploma with college or technical degree preferred.

· 2-4 years’ experience with hands-on IT support troubleshooting PCs/laptops and telecommunication equipment.

· CompTIA certifications in A+, Network+ or Security + is preferred.

· Strong analytical and problem-solving skills.

· Strong knowledge and experience with computer/server hardware and software trouble shooting (experience on DELL hardware and servers is a plus).

· Experience troubleshooting Active Directory, TCP/IP networks, and common PC systems, Microsoft Exchange and Office 365.

· Experience working with WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.

· Demonstration of punctuality and strong communication and interpersonal skills.

· Ability to multi-task and to work under limited supervision.

· US citizenship required.

List of Tools Requirement for Technician

Tools Required (Tech-Owned)

1) Laptop (Windows) – Dell Preferred

2) Internet Dongle

3) Console Cable