Level 2 – Field Support Engineer
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Video Resume of applicants are available on our site for our client to choose from.Our advanced tool for management will increase the efficiency of your employee and can help you save money.
The Role
Key Responsibilities :
- Serve as the primary escalation point for complex service desk tickets.
- Provide on-site and remote support to clients, ensuring timely and efficient issue resolution.
- Diagnose and resolve hardware and software configuration issues.
- Perform on-site visits for troubleshooting and necessary changes.
- Act as the single point of contact for clients, maintaining clear communication and ensuring a high level of customer satisfaction.
- Mentor and train junior L1 technicians.
- Improve overall customer service, perception, and satisfaction.
- Communicate with customers regarding incident progress, changes, and agreed outages.
- Plan and prioritize workload independently while multitasking in a fast-paced environment.
- Escalate service requests that cannot be handled within agreed service levels.
Ideal Profile
Skills and Experience Required :
- 2-3 years of professional IT Service Desk and / or on-site support experience with Level 2 proficiency.
- Excellent customer service skills and a strong "can-do" attitude.
- Proficiency in Windows Operating Systems (Windows 10 / 11) and Apple Mac.
- Experience with Windows Server environments, Active Directory, Group Policy, Office 365, and Azure (including Azure Virtual Desktop, Azure Active Directory).
- Knowledge of LAN / WAN / Wireless technologies (Switches, Routers, Access Points, Firewalls).
- Experience with Fortinet FortiGate and HP devices is a plus.
- Experience with remote desktop services, network printers, and scanners.
- Familiarity with backup solutions, cable management, and mobile device management (MS Intune).
- Strong problem-solving and critical thinking skills.
- Excellent verbal and written communication.
- Knowledge of ConnectWise and IT Glue is a plus.
- Ability to work flexible hours and travel to client sites as needed.
- Must possess a valid driver’s license.
Education and Certifications :
- Bachelor's degree in IT or equivalent work experience.
- Microsoft Certifications or other IT-related certifications are a plus. -
- Past experience with Managed Service Providers (MSPs) is preferred but not required.
What's on Offer?
- A role that offers a breadth of learning opportunities
- Fantastic work culture
- Opportunity to make a positive impact
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