Posted Sep 21, 2022 442 views
IT Helpdesk Support Specialist L2 will provide effective technical assistance to our clients. The position is responsible for installing, upgrading and troubleshooting hardware and software systems. To succeed in this role, the candidate should have a problem-solving attitude along with the ability to give clear technical instructions. The candidate should also be familiar with remote troubleshooting techniques.
Responsibilities:
- Address user tickets regarding hardware, software, and networking
- Creating users, security groups, computer accounts, and GPO policies in AD
- Creating users, security groups in Azure AD
- Creating email accounts in O365
- Troubleshoot O365 related issues
- Knowledge of system security and data backup/recovery
- Maintaining and administering computer networks and related computing environments
- Hands-on experience in networking, routing, and switching
- Thorough understanding of TCP/IP and networking concepts
- Configure and Manage Layer 2 network switches
- Configure and Manage Wireless Access Points
- Troubleshoot network and wireless connectivity of corporate users
- Knowledge of application transport and network infrastructure protocols.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Manage file servers and printer servers, handling of Outlook and Mailbox related issues
- Assist users in connecting Video conferencing applications such as Zoom, Webex, etc.
- Walk customers through installing applications and computer peripherals
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions on remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customize desktop applications to meet user needs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Basic knowledge on Switch, Router and Firewall functionalities.
Job Requirements:
- Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
- 5+ years of relevant experience in L2 technical customer support.
- Hands on expertise on Office 365, Active Directory, SharePoint, Cisco Meraki, Printix (Printer Management), MDM, Ninja RMM, Freshdesk, Basic POS Troubleshooting (Credit Card Terminals).
- Must have excellent verbal and written English communication.
- Willing to work in a 24x7 environment and provide weekend coverage, if needed.
- Ability to multitask in a fast paced environment.
- Excellent English Communication is required.
Skills
Job Details
Prima Systems
Prima Systems enables its clients over the whole Enterprise Technology to stack with separated industry arrangements. We modernize Business Process Outsourcing and make everything secure, adaptable and coordinated across open, private and half mists. Partnership is at our core. Our client relationships are about more than just the work we do, they are a huge part of who we are. At BPO Bench, we consider the success of our clients as a barometer of how successful we are. The Enterprise Technology Stack incorporates IT Outsourcing, Cloud and Security, Applications, Analytics and Engineering. We join long periods of experience running crucial frameworks with the most recent advanced developments to convey better business results and new degrees of execution, intensity and encounters for our clients and their partners. Prima Systems puts resources into three key drivers of development: People, Customers and Operational Execution. Our broad network helps drive coordinated effort and influence innovation freedom.
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