Description

You manage second-line technical support and hardware lifecycles for end users in a remote capacity.

This role is remote.

Responsibilities

• Provide 2nd line technical support, managing incidents and problems through a service desk tool within defined SLAs.
• Manage PC hardware lifecycles, including desktop/laptop installation, user upgrades, and data/configuration migrations.
• Support printers and peripherals, including network configuration, driver installation, and vendor coordination for repairs.
• Develop and maintain technical documentation, including SOPs and knowledge base articles (KB/KEDB).
• Coordinate with Level 3 support groups, project teams, and vendors for service enhancements and hardware warranty repairs.

Required Skills

• 5+ years of experience in technical support roles.
• Proficiency with Windows 10/11, macOS, and Android OS.
• Strong knowledge of Microsoft Office and O365 support activities.
• Experience with Active Directory, including user/group management, DNS, and Group Policy.
• Hands-on experience with software installations and application software configuration.
• Understanding of basic LAN/WAN issues, Wi-Fi configuration, and networking/firewall fundamentals.
• Ability to support VOIP phone systems.
• Familiarity with ITIL processes and SLA-driven environments.
• Bachelor's degree or any graduate degree.

Key Skills

Education

Any Graduate