Level 2 Technician at eXcell

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Our client is currently seeking a Level 2 Technician to join their team onsite in New York, NY.

Duties and Responsibilities:

• Responsible for providing onsite support to internal or external customers in resolving complex or escalated technology issues

• Ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and / or printers

• May also resolve higher level support to servers, and / or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks

• Serve the client in a consultative capacity, evaluating client needs and providing the technical documentation and / or reporting to achieve a result

• Serve as an escalation point of contact for all Desktop Support Technicians and / or the client

• Diagnose mechanical, hardware, software, and systems failures, using established procedures

• Perform service, repair and / or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired / wireless networking

• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)

• Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues

• Communicates with customers at all levels of technical and non-technical skill sets

• Follow-up with end users to provide status updates as per service level guidelines (SLA's)

• Acts as the escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (Manager, etc.)

• Follow all standard operating procedures (SOP) through the effective use of knowledge management

• Collaborates with people across the organization

 
Skills and Qualifications:

• Bachelor's degree preferred or minimum 4+ years of experience in related field

• Recent experience supporting both a Windows and Mac environment required

• Desktop and / or Infrastructure support experience

• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

• Working knowledge of the Microsoft Office application suite including MS Outlook

• Must have excellent communication and troubleshooting ability

• Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

• Demonstrated capability to achieve results in a fast-paced, client driven environment

• Strong desire and enthusiasm to serve customers

Preferred Skills:

• Apple MAC Certifications, Microsoft Certification Program Certifications, CompTIA Server+, CompTIA Network+

• ServiceNow ticketing experience

 

 
$37.00 - $40.00 per hour

Full COVID-19 vaccination may be required.
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **

™ Supports Equal Employment Opportunity** ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit .