Job description

Summary: The Service Desk Support Level 2 role is to manage the day-to-day Level 2 operations of the company end-users; desktops, laptops, printers, peripherals, and telecommunication devices. The position will also analyze and resolve end-user hardware, software, and connectivity issues in a timely and accurate fashion, perform project research, manage end-user profiles, and work alongside the Service Desk Support Level 1 and Network Administrator teams. The position will occasionally require on-call support along with flexible hours when necessary.
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Requirements:

• 5 - 7 years of experience in a technology and/or business-related field.
• Expertise in Microsoft Windows 10/11 and Windows Server 2016.
• Preferred knowledge of Microsoft 365, Exchange Online, SharePoint, MS SQL Server, and MS Office 2016 clients.
• Experience with ERP systems. Oracle E-Business Suite experience is a plus.
• Background in systems administration supporting Windows 2012, and 2016 servers in a VMware ESXi, 5.5.0 or higher environment.
• Knowledge and experience with server backup software. Experience with Veeam is a plus.
• Experience with OS Deployment software for deploying and imaging desktop and laptop clients.
• Background providing hardware troubleshooting, configuration, and network administration support.
• Expertise with Laptops and desktops, (Lenovo, or Dell), installation, repairs, and upgrades.
• Very strong experience in managing Active Directory including account management, security group management, and managing NTFS permissions on various file servers.
• Expertise with Printers, and mobile broadband devices.
• Working knowledge of VOIP technology. Knowledge of Mitel VOIP is a plus.
• Experience with Video Conferencing software support such as Zoom and MS Teams.
• Background providing hardware troubleshooting, configuration, and network administration support for an office with over 200 users.
• Experience working in a warehousing/distribution environment is a plus.
• Experience providing remote technical support for over 100 field users, and experience with remote control software such as TeamViewer.
• Skilled in managing Help Desk calls, using a trouble ticket system, and committing to excellent end-user support with all levels of staff and management.
• Strong oral and written communication skills.
• Good project management and organizational skills.
• Strong Analytical and problem-solving skills.
• Ability to work independently and in a team environment.

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