L2 Desktop Support Technician

We are seeking a highly driven Desktop Support Technician L2 who will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 1-2 years’ experience in Windows Desktop support.

Requirements

• Provide first/second level contact and problem resolution for customer issues.
  
• Work with Third Party Vendors to remediate complex AV issues as needed.
  
• Provide timely communication on issue status and resolution.
  
• Maintain ticket updates for all reported incidents.
  
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
  
• Should have basic knowledge of Mac operating system, to support Apple pc users.
  
• Install, upgrade, support and troubleshoot for printers, computer hardware.
  
• Performs general preventative maintenance tasks on computers, laptops, printers.
  

Technical Skills:

a) Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

b) Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.

c) Proven analytical, troubleshooting and problem-solving skills.

d) Proven ability to multi-task, effectively determine priorities and meet SLA’s.

e) Excellent communication relationship-building and internal customer service skills

Adaptable and flexible in a fast-changing industry and work environment

Benefits

Why Join Excis?

• Be part of a growing global team that values innovation and collaboration.
  
• Work with cutting-edge technologies and projects.
  
• Career growth paths in IT support, network engineering, and beyond.
  

We’re excited to meet skilled and passionate individuals ready to contribute to our mission of delivering IT excellence. If you’re ready to take your career to the next level, apply today and join the Excis family!