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About the Role
Provide 2nd level technical support for incidents and service requests, including deployment, installation, and configuration of desktop, laptops, and printers. Offer on-site technical assistance for setup, maintenance, break/fix, and troubleshooting of computer systems, hardware, and software.
Responsibilities
- Provide 2nd level technical support for incidents and service requests.
- Responsible for the deployment, installation, replacement, and configuration of desktop, laptops, and printers.
- Provide on-site technical assistance on the delivery, configuration, set up, maintenance, break/fix, and troubleshooting of computer systems, hardware, and software on a timely manner.
- Provides timely update on all ongoing support issues.
- Assists in providing basic training to end-users in the proper operation of desktop, laptop, printers, and LAN connection.
- Evaluates and recommends product upgrade or replacement if necessary.
- Works with IT service desk, application support teams, and other technical teams for on-time resolution of incidents and completion of service requests.
- Investigates security incidents and assists with protecting hardware, software, and information resources from unauthorized access, tampering, and physical damage, including other security tools, anti-virus products, and patch management.
- Assists with the ongoing set up, operation, maintenance, backup, and recovery of servers, storage systems, enterprise applications, databases, network, and communication systems.
- Upgrades the entire system to enable compatible software on all computers.
- Manages and coordinates escalated issues with technology vendors as necessary.
Requirements
- Provide 2nd level technical support for incidents and service requests.
- Responsible for the deployment, installation, replacement, and configuration of desktop, laptops, and printers.
- Provide on-site technical assistance on the delivery, configuration, set up, maintenance, break/fix, and troubleshooting of computer systems, hardware, and software on a timely manner.
- Provides timely update on all ongoing support issues.
- Assists in providing basic training to end-users in the proper operation of desktop, laptop, printers, and LAN connection.
- Evaluates and recommends product upgrade or replacement if necessary.
- Works with IT service desk, application support teams, and other technical teams for on-time resolution of incidents and completion of service requests.
- Investigates security incidents and assists with protecting hardware, software, and information resources from unauthorized access, tampering, and physical damage, including other security tools, anti-virus products, and patch management.
- Assists with the ongoing set up, operation, maintenance, backup, and recovery of servers, storage systems, enterprise applications, databases, network, and communication systems.
- Upgrades the entire system to enable compatible software on all computers.
- Manages and coordinates escalated issues with technology vendors as necessary.
Skills
- Technical support
- Incident management
- Service request fulfillment
- Desktop support
- Laptop support
- Printer support
- Hardware troubleshooting
- Software troubleshooting
- End-user training
- Product evaluation
- IT service desk collaboration
- Application support collaboration
- Security incident investigation
- Security tools
- Anti-virus products
- Patch management
- Server maintenance
- Storage system maintenance
- Enterprise application maintenance
- Database maintenance
- Network maintenance
- Communication system maintenance
- System upgrades
- Vendor management