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About the Role

This role provides Level 2 technical support to internal users, ensuring a high level of customer satisfaction through timely, efficient, and accurate problem resolution. The Senior Support Technician independently diagnoses and resolves issues related to approved hardware, software, networks, and systems while collaborating with users, management, support teams, and vendors across the organization.

Responsibilities

Communicate and handle Level 2 problem solving efforts with Level 1 Technicians, users, other IS support staff, and vendor technicians
Assist Level 1 Support Technicians for Level 2 resolution and provide timely feedback to the user regarding status
Ensure that all problems/solutions are properly documented using standard problem tracking tools
Maintain accurate records of hardware/device stock and CMDB data
Create and terminate User Access when requested following Audit protocols
Perform PC Imaging using MS Autopilot
Ship hardware and PCs to new employees
Perform Deskside support/Level 2 support in the Buffalo office
Work with Infrastructure team and Users to address security vulnerabilities/Windows Updates
Work with IS Management/Infrastructure teams to handle ticket escalations
Prioritize users inquiries based on the level of severity
Interface with other IS personnel to determine exact nature of problem and implement procedures for users
Document problems and correct procedures
Coordinate resolutions with other Level 2 personnel as well as outside vendors or service companies
Contact, schedule, and follow up with vendors for service calls and support
Enter all troubleshooting steps in CTG’s ticketing system
Create documentation/KB Articles for Level 1 Helpdesk Technicians
Perform other responsibilities as assigned
Perform other duties as required to fulfill responsibilities

Requirements

Associate degree in computer science or MIS, or equivalent experience
Advanced knowledge with PC Hardware (Lenovo/HP)
Advanced knowledge with Microsoft Office/Microsoft Outlook/Microsoft Edge
Competent with using Active Directory for Account Administration, Domain access rights, Group Policies
Competent troubleshooting and problem solving skills
Competent in PC computing, network connectivity, system administration, application support, and operating systems.
Competent with Cable modem/internet connectivity support/VPN/Remote connectivity troubleshooting
Must have good customer service skills to be able to work with people who may be frustrated and try to research/correct the issue, or escalate to management
Experience in an IS Helpdesk environment a plus
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Skills

PC Hardware (Lenovo/HP)
Microsoft Office
Microsoft Outlook
Microsoft Edge
Active Directory
Account Administration
Domain access rights
Group Policies
Troubleshooting
Problem solving
PC computing
Network connectivity
System administration
Application support
Operating systems
Cable modem/internet connectivity support
VPN
Remote connectivity troubleshooting
Customer service
Verbal communication
Written communication

Location

Buffalo, NY

Work Type

Onsite

Experience Level

Senior

Education Level

Associate degree in computer science or MIS, or equivalent experience

Salary/Compensations

Up to $90,000

Benefits

Competitive benefit package

About the Company

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge.
Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together.
Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts.
With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions.
We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.
Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society.
Our culture is built by the people who work at CTG, the values we hold, and the actions we take.
It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities.
At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey.
For more information, visit www.ctg.com.

Equal Opportunity

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity Employer.
CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law.
CTG is fully committed to promoting employment opportunities for members of protected classes.