Level 2 Technician-Desktop Support

Job Description

Duration

12

Month(s)

Req Description

Description

This new L2 tech should have a background with O365 Support Experience (this will be the bulk of phone calls - ex: mailbox troubleshooting, email is slow, email not working, documentation, etc.), Hardware Support Experience (they are a Dell shop- Latitude and OptiPlex Series), and Software Support Experience (they use Outlook, BMC Footprints, AD, etc.). Nice to haves include: BMC Footprints support experience, experience running a virtual desktops, AWS Workspace experience, RSA tokens (authentication - token code) experience, CISCO VPN support experience, and banking/ finance background experience. A successful L2 Tech will be able to close 15 to 18 tickets a day (below average is 10 tickets). This person will work 8 AM to 5 PM with no on-call. They would like for this person to work over-time every now and then; however, most importantly, they need to have a \"do whatever it takes attitude and mentality\".

Enterprise Req Skills

Customer Service,Windows 10,Hardware,Hardware/software,Office 365,Support

Job Title

Level 2 Tech - Desktop Support

Top Skills Details

TOP 3 Technologies:

1) O365 Support Experience (this will be the bulk of phone calls - ex: mailbox troubleshooting, email is slow, email not working, documentation, etc.)

2) Hardware Support Experience (Dell Shop- Latitude and OptiPlex Series)

3) Software Support Experience (Outlook, BMC Footprints, AD, etc.)

4) 5 + years of Desktop support experience (White glove service with the end user)

Nice to have: BMC Footprints support experience, experience running a virtual desktops, AWS Workspace experience, RSA tokens (authentication - token code) experience, CISCO VPN support experience, banking/ finance background experience

8AM to 5 PM (Flexible)- Monday through Friday - 1 Year Long Contract

Worksite Address

Moorestown,New Jersey,United States,08057

Additional Information

Might have to do inventory, work on WIN10 efforts, O365 efforts, etc. The only other team working night shifts are Alpha Technologies which are located in NJ and only take the low level Tier 1 type calls.

Experience Level

Expert Level

External Communities Job Description

We are in need of an L2 (Level 2) Technician for first shift hours M-F 8 AM to 5PM for an entire year long contract. This L2 tech should have a background with O365 Support Experience (this will be the bulk of phone calls - ex: mailbox troubleshooting, email is slow, email not working, documentation, etc.), Hardware Support Experience (they are a Dell shop- Latitude and OptiPlex Series), and Software Support Experience (they use Outlook, BMC Footprints, AD, etc.).

EVP

This person will get training and experience with AWS Workspace. This team is excited about their growth from within model- a former L1 Tech recently worked his way up the ranks to become a Supervisor. Two of their L2 techs became Leads. The company is growing rapidly (just acquired JG Wentworth) and plan to continue growing which is an exciting time to become part of this team!

Work Environment

This is a very fast paced environment so this person needs to be comfortable with the pace and speed of the environment.

Additional Skills Tags

Customer Service,Windows 10,Hardware,Hardware/software,Office 365,Support

Additional Skills & Qualifications

A successful L2 Tech will be able to close 15 to 18 tickets a day (below average is 10 tickets). This person will work 8AM to 5 PM with no on-call. Freedom Mortgage would like for this person to work over-time every now and then; however, most importantly, they need to have a \"do whatever it takes attitude and mentality\".

Business Qualification

Impact to the Internal/External Customer

Internal: able to operate more efficiently (sell loans, close loans quicker, revenue growth)

External: better customer service and quick sell cycle

Interview Information

1. Zoom Interview

Why is Position Open?

Business Challenge

The company is rapidly growing - therefore, this position is a critical fill to support their current business needs.