Desktop L2 Support Specialist
Five to six (5-6) years' of strong experience providing IT infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
L2 level experience in installing, technical troubleshooting and fixing desktops, printers, laptops and other computer peripherals hardware problems as well as desktop applications.
Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction based activities at sites.
Ability to lift / move computer equipment weighing up to 50Lbs.
Experience on MAC (Apple) System is mandatory.
Expert in desk side support and PC break/fix including basic administration of Windows O/S and MAC/Linux OS (preferred).
Usage knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under 'Smart Hands' capability.
Ability to troubleshoot issues with systems and networks using good deductive reasoning skill and troubleshooting & resolving issues related to end user network cabling.
Experienced in repeat call analysis and developing preventive actions.
Experienced in problem management.
Excellent written and oral communications skills with clients and management as well as people skills.
Ability to work with deadlines and complete tasks on-time. Takes proactive ownership and works with sense of urgency.
Preferably with an Associate's Degree in Electronics and CompTIA A+ Certification.
Experience of ticketing tools (ServiceNow / Remedy etc.), Non-Technical.
Good customer management skill.
Good in oral and written communication.
Able to interact and work with customer at different levels.
Self-driven and result oriented.
Really passionate about the work.
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