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L2 IT Support Engineer

Artech LLC

Montvale, NJ

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JOB DETAILS
SALARY
$30–$32 Per Hour
SKILLS
2nd Level Support, Computer Services, Desktop PC, Documentation, Establish Priorities, Frequently Asked Questions (FAQ), Hardware Administration, Hardware Repair, Hybrid Cloud, Identify Issues, Knowledge Base, Microsoft System Center Operations Manager (SCOM), Peripheral Hardware, Product Engineering, Product Support, Service Level Agreement (SLA), Software Administration, Technical Support, Telephony
LOCATION
Montvale, NJ
POSTED
30+ days ago
Request-ID:59406-1
 
Title: L2 IT Support Engineer
Locations: Montvale, NJ (Onsite)
Duration: 6 Months
 
Salary Range: $30 - $32/Hour on W2 (Without Benefits)
We need local candidates in 25-30 min drive to Montvale NJ
Applicants must be willing to work on W2.
 
Required Experience:
Must Have Overall Experience Required is 6 to 8+ years.
Must Have 7+ years of Experience in IT IS_EUCS_TOOLS_SCOM.
Role Description:
  • Provide second level support for incoming incidents and requests to Service Operations
  • Act as an escalation point for incidents and requests that Level 1 cannot resolve
  • Build and maintain advanced skillset/knowledge in troubleshooting ETS services
  • Build rapport and elicit problem details from Service Operations customers
  • Prioritize incidents and requests according to defined processes to meet SLAs
  • Escalation to vendors under existing support contracts, and tracking and documenting vendor compliance to existing SLOs
  • Escalate requests and incidents to Level 3 or Product Engineer when required
  • Knowledge sharing, including training Level 1 and Level 2 colleagues
  • Receive and document knowledge from Level 3 or Product Engineers
  • Develop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as needed
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
  • Manage on-site, walk-up support requests for hardware and software when required
  • Contribute to Transformation initiatives with insights, contextual knowledge, technical expertise, User trial, documentation etc.
Essential Skills:
  • This role is the technical face and voice of Enterprise Technology Services (ETS), providing support for all services including End User Compute, PC, Telephony, Networks, Hybrid Cloud, and Service Operations, as well as support for some products and services.
 
Company Benefits & Culture
  • Inclusive and diverse work environment
  • Opportunities for professional growth and development
  • Comprehensive health and wellness benefits
 
Appreciate your quick response and please feel free to reach me out for any query you may have.
 
Thanks
 

About the Company

A

Artech LLC

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