About the role
Note: Expected start time is 8:00 a.m. MON-FRI with occasional need for OT and possibly weekend work if projects or other activity must be completed when the facility is not in normal business operations.
Top Skills Required :
JD :
Required Skills:
Top Skills Required :
- High degree of professionalism and ability to communicate clearly to all levels within the organization. Ability to drive high levels of Customer Satisfaction.
- High level of knowledge and experience supporting Microsoft end user devices in a deskside support environment. Ability to troubleshoot and resolve problems in a timely manner. Experience with Mac devices and using ServiceNow is a plus.
- High level of initiative and proactiveness, and a continuous improvement mindset. Taking the lead in resolving issues without handholding.
JD :
- our client Deskside Level 2 Support Technicians provide on-site for the desktop environment including responsibility for deployment of End User devices including Desktops/Laptops/Mobile and other devices and may assist other technicians in higher complexity tasks and IT projects.
- This Deskside Level 2 position will support the world s largest automotive manufacturer in one of their facilities including manufacturing, logistics, part distribution center, research and development, engineering, or office locations.
- The Deskside Level 2 technician reports to a our client Team Leader or Regional Service Manager but may also take direction from the supported customer as well.
- The Level 2 technician must have good communication, administrative, and documentation skills and must be a good team player.
- The supported facilities are very large in nature and the technician must be able to walk long distances frequently throughout the day often while carrying items up to 50lbs
- Based on the facility type supported, this Level 2 position may also require working variable or flexible shifts (1st. 2nd, 3rd) and may also require occasional on-call rotations covering after hour shifts.
Required Skills:
- Must have strong troubleshooting skills across multiple technologies
- Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
- Analyze, resolve, respond to, and document end user inquiries
- Install desktop/Laptop software using approved tools
- Troubleshoot operating system
- Troubleshoot connection issues with LAN/WAN
- Update tickets with accurate and timely records of work performed, and resolution detail
- Maintain and contribute to a knowledge base
- Coordinate hardware warranty repair
- Escalate to 3rd party vendors when necessary
- Responsible for raising and coordinating problem management issues
- Perform additional tasks (end user/infra related) when required
- Participate in projects
- Strong understanding and skills in SLA, KPI Management
- Must be able to walk long distances
- Must be able to lift up to 50 lbs without assistance
- Will often work in dirty, hot or cold environments.
- May need to work while kneeling