Level 2 Support

Atlanta, GA 30339

Posted: 11/28/2018 Employment Type: Contract Industry: Help Desk Job Number: 51693

Level 2 support role

Summary Job Description:


Provides second-level support, diagnosis, and phone support to customers of the organization, and assists with team performance metrics on an as-needed basis.

Qualifications:
  • A minimum of two years practical experience in the Computer Support field
  • Exceptional customer-service approach
  • Windows Operating systems, primarily Windows 7. Windows 10 and iOS is a plus
  • Microsoft Office Applications, O365 is a plus
  • Experience with mobile devices and mobile email
  • Experience with troubleshooting network-related issues, such as client connectivity

 

Responsibilities:
  • Assist with PC deployment and maintenance
  • Work with team members to develop, approve, validate, and maintain problem-resolution databases
  • Interpret, analyze, diagnose, document, and resolve first-level customer service problems related to internal supported hardware, software, LANs, and WANs with the objective of closing calls on a first-call basis
  • Research support issues when resolutions are not readily attainable by checking available resources, including but not limited to the incident/problem tracking system, internal websites, software manuals, and other team members/resources
  • Appropriately escalate problems as required, and monitor resolution progress until the problem is resolved to the caller’ s satisfaction
  • Using the incident/problem tracking system, accurately document all incoming calls, keep tickets and customers updated on their issues / requests, and document all call resolutions
  • Keep the Service Desk team and management apprised of any new support issues in a clear and timely manner
  • Work to improve consistently all call-handling and resolution processes
  • Computer hardware replacement
  • Work with third-party vendors to resolve issues when applicable
  • Create knowledge base articles for the L1 support group
  • Perform other job-related duties as assigned or apparent

Competencies:
  • Agility/Collaborate/Communicate
  • Big Picture/Global Customer
  • Initiative/Innovate/Learn
  • Lead/Influence/Change
  • Problem Solve/Results
  • System Design/Deploy/Support

 
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