End User Support Engineer L2
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Summary
Provides Tier 3 chat-based end-user support, troubleshooting advanced hardware and software issues on Windows 10 PCs, laptops and peripherals, using Office 365, Active Directory, SCCM and ServiceNow, while escalating to network/server teams and ensuring patch/security compliance, with on-call after-hours rotation.
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
