Desktop Support Engineer - TEKGENCE : Job Details

Hi,

This is Siva for Tekgence. We are looking for a job opportunity for a L2 Tech support - Site Migrations. Please get back to me ASAP with your resume.

Job Title: L2 Tech support - Site Migrations

Location: McAllen, TX / EVENDALE,OH / Peebles, OH / Vandalia, OH / Grand Rapids , MI / Madisonville KY / Strother, KS / Lafayette , IN / Rockford, IL / Jacksonville, FL / Pompano Beach, FL / Sterling, VA / Lynn, MA / Washington DC / Norwich, NY / Niskayuna, NY / Newark, DE

Duration: Long Term

Profile Requirements:

• Associates will be required to work out of the assigned location 100% in the office 5 days a week
• Provide break/fix support for desktops, laptops, and peripherals.
• Re-image devices and reinstall/configure applications as needed.
• Troubleshoot Windows OS, hardware, and enterprise applications.
• Coordinate with third-party vendors for escalations and hardware replacements.
• Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.).
• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.

• Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
• PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.

• Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations.
• Provide onsite and remote technical assistance to End Users.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOP's).
• Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement).
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Good understanding of O365 and related support activities.
• Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall.
• Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool.
• Experience of working within SLAs and ITIL processes.
• Effective written and verbal communication skills.
• Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.

Tekgence is an equal opportunity employer. Applicants must be authorized to work in the U.S. U.S. citizens and Green Card holders are strongly encouraged to apply.

www.tekgence.com

Siva Kumar

Account Head

e: [email protected]

o:+146#######2 * 292

655 Deseo Dr • Suite 104 • Irving, TX • 75039

We respect your online privacy. If you would like to be removed from our mailing list please reply with Remove in the subject and we will comply immediately. We apologize for any inconvenience caused. Please let us know if you have more than one domain. The material in this e-mail is intended only for the use of the individual to whom it is addressed and may contain information that is confidential, privileged, and exempt from disclosure under applicable law. If you are not the intended recipient, be advised that the unauthorized use, disclosure, copying, distribution, or the taking of any action in reliance on this information is strictly prohibited. We are an equal opportunity employer with a diverse workforce.