Desktop L2 Technician 1

Role definition   

This role will be responsible for providing Researches, resolves and responds to complex questions received via TICKETING SYSTEM or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.  

Essential Duties and Responsibilities  

• Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.  

• May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.  

• Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.  

• Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.  

• Demonstrate initiative and act independently to resolve problems.  

• Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation.  

• Participate in team projects as requested.  

• Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer  

• Setup and breakdown of all onsite meetings  

• Daily system testing to ensure equipment and room functionality  

• Responsible for escalating all “next level” break fix issues to their manager for resolution  

• Language level Dutch must meet B2  

• Language Level English must meet A2  

Skills and Abilities  

• Customer focused – Customer is #1 Attitude  

• Personal accountability for results  

• Minimum of 3 years’ technical experience in providing Deskside Support  

• PC hardware repair (Dell), Windows system support, OS X Support  

• Software installation/troubleshooting  

• Performing Tech Refresh  

• Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair  

• Networking  

• Asset tracking – Weekly tracking of New/Deployed Asset, Lost/Stolen Asset  

• Basic support in Video conferencing equipment  

• Experience in Mobile Device Management and Mobile Application Management. ( iPhone and Android )  

• Hands on Experience in server side maintenance like upgrading and patching activities.  

• Experience in working on Intune and Blackberry UEM.  

• Basic Knowledge of Network & Telephony Support  

Education / Expertise  

• Technical degree with 2 years of technical experience; or high school diploma/GED with 3 years of technical experience.  

• Minimal 3+ years of experience in hardware, software and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment.