Technical Support Specialist - L2

Culture Fits
Any Location, MD
Job Description
We are seeking a Technical Support Specialist - L2 to join our team. The ideal candidate will have tier 1/2 experience performing Windows and Mac desktop support in a business environment. Prior experience working in a desktop support role for an Information Technology Managed Services Provider (MSP) is required.

Requirements

  • Respond to and resolve client incidents via remote and on-site desktop support.
  • Resolve client system outages and coordinate client communication.
  • Maintain ownership of multiple client issues and incidents while independently researching reliable and scalable solutions.
  • Facilitate hardware orders and deploy new workstations
  • Update client documentation and standard procedures
  • Maintain response SLAs and follow standard operating procedures for triage and troubleshooting.
  • Collaborate with other Support Services staff to ensure a positive and effective client experience.
  • Provide regular status updates to Support Service Manager and other senior staff.
  • Attend regular individual and team supervision meetings
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