Tier 1 Technician Level 2

REQUIREMENTS AND RESPONSIBILITIES:Enter and manage technical support incidents in a ticketing systemTroubleshoot, identify, and resolve problems and escalating problems to appropriate systems engineersTroubleshoot and resolve Tier 2 support issues via phone, email, remote desktop and on site, using remote desktop tools (Microsoft Remote Desktop, Bomgar)Resolve issues and maintaining customer contacts according to a specified service levelProvide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices) and network connectivityMaintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and trainingAssist end users of applications software operating on Windows 7, Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supportedAssist customers with and resolve routine application questions, all versions of Microsoft Office Suite, Google mail, Calendar and Drive issuesInstall software for laptops and desktopsTroubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staffAdd and delete user accounts and maintain groups as requiredLog and report each service request and problem report. Requires familiarity with the use of trouble ticketing system (Footprints, Remedy etc.)Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices.Perform troubleshooting of local and network printer issuesPerform manual antivirus scan of desktop/laptop after malicious incident notificationTest software upgrades provided by the client, provide user upgrade plan, schedule upgrades with users and conduct upgradesNotify client of any unresolved user problems, outstanding trouble calls or other areas of concernOther duties as assigned.