L2 Desktop Support (Hybrid)

Job Type : Contract

Job Category : Information Technology

Visa Status :

Description :

Role: L2 Desktop Support (Hybrid)
Location: Plano, TX (Few more locations)
Duration: 12 Months

Job Description:
Strong customer service skills (phone, chat, email are all required) MUST make daily contact via phone with customers and follow up with chat and email
Desktop / Laptop Troubleshooting skills (OS, Application, Hardware)
Communication (Written and Verbal) - Must have the ability to convey technical issues to non-technical customers
Willingness to adapt to rapid changes - must be flexible
Switch management (configuration, troubleshooting, triage)
Experience working in a large enterprise environment
Experience with ticketing systems and tools
Process Oriented with exposure to Process Improvement
Must understand and meet Service Level Agreements (SLA)
Configuration and maintenance of switches, routers, AP
Knowledge of storage and backup systems
Server patching, file management, configuration, shared drive management
Basic datacenter experience (power systems, temperature controls, rack/stack, cabling)
Network connectivity troubleshooting
Incident and Request Management experience / Ownership
Physical repair of desktops, laptops, printers, wireless devices, handheld radios
Knowledge of SCCM
Ability to respond to and manage SCOM and Sites can alerts and alarms
Hardware replacement of network and server equipment.

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