Level 2 Tech Support - Site Migrations

Level 2 Tech Support - Site Migrations needs 7+ years of experience in Desktop Management - Infrastructure Services (IS)

Level 2 Tech Support - Site Migrations requires:

• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.

• Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.

• PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer

Good understanding of O365 and related support activities

Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall

Experience of working within SLAs and ITIL processes

Level 2 Tech Support - Site Migrations duties:

• Provide break/fix support for desktops, laptops, and peripherals

• Re-image devices and reinstall/configure applications as needed

• Troubleshoot Windows OS, hardware, and enterprise applications

• Coordinate with third-party vendors for escalations and hardware replacements

• Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.)

Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool