L2 Support Technician​/Deskside Support

The Level 2 Technical Support technician is responsible for providing second-level end user support for computer systems (software, hardware) and equipment (printers, plotters, telecommunication devices). This includes troubleshooting problems, equipment repair, and replacement. The technician will support on-site conference meetings (video conferencing, web meetings).

Responsibilities include local coordination, installation, and ongoing support for Windows 7 (and legacy Windows OS versions) desktops, laptops, printers, and plotters. The technician must maintain a standard image provided by the Corporate office on user laptops, desktops, and peripheral devices, which may include smartphones, tablets, and other handheld devices. They are also responsible for receiving hardware, hardware disposal, and software license tracking.

The role requires frequent interaction with the user community. Strong troubleshooting skills are essential. The candidate will set up and configure desktop and laptop equipment (Dell, Toshiba, Lenovo) with Windows
7. Knowledge of Microsoft Office applications (Excel, Word) and Windows 7 is required. Familiarity with TCP/IP, DNS, WINS, DHCP, and Microsoft SMS is necessary. A basic understanding of Windows Active Directory and Microsoft’s Application Compatibility Toolkit is preferred. Experience with Microsoft’s SMS remote control features and Exchange is a plus. Certifications such as MCSE, A+, Network+, Toshiba/Lenovo/Dell certifications are advantageous. Good communication skills are essential.

The technician must have strong troubleshooting capabilities to support hardware, including warranty repairs, in a Windows 7 environment. Prioritization and tracking of assignments are necessary to ensure tasks are completed efficiently without constant supervision.

Excellent interpersonal and communication skills (written and verbal) are required to maintain a customer-first focus, document processes, and communicate effectively within the team. Quality in deliverables is crucial to foster customer confidence and minimize rework.

The candidate must follow strict hardware inventory processes throughout all stages of asset handling (receiving through deployment). Experience troubleshooting networked multi-function printers and plotters is required. Installing and troubleshooting desktop applications is also part of the role.

The candidate should operate independently, prioritizing tasks and workload to achieve results using strong troubleshooting and self-initiative skills.