L2 Tech Support - Site Migrations (7814-1)

Seeking a skilled L2 Technical Support Specialist experienced in infrastructure services, desktop management, and end-user support. They must possess strong technical skills across multiple platforms and operating systems, including Windows, macOS, and mobile devices. They will be responsible for providing break/fix support, software configuration, device upgrades, and incident management in a fast-paced, SLA-driven environment., * Provide onsite and remote break/fix support for desktops, laptops, mobile devices, and peripherals.

• Re-image devices and reinstall or configure applications as required.
• Troubleshoot hardware, Windows 10/11 OS, Android OS, macOS, LAN/WAN, Wi-Fi, and enterprise applications.
• Support software installations, VOIP phone setup, and application configuration.
• Provide support for Office 365, Active Directory, DNS, Group Policy, and basic network/firewall troubleshooting.
• Handle printer configuration, driver installations, and coordinate with vendors for repairs and setups.
• Manage end-user device refresh/upgrade schedules; capture system/software/data configurations to ensure a seamless migration.
• Maintain and update ITSM tools (ServiceNow, Remedy, etc.) with incident status and resolution documentation.
• Provide 2nd-line support for incidents and problems in line with ITIL best practices.
• Coordinate with Level 3 teams, hardware vendors, and project teams for escalations and service improvements.
• Create and maintain technical documentation, SOPs, KBs, and configuration baselines.
• Provide IT and AV support for on-site or remote events, meetings, and disaster recovery efforts.

• 7+ years of experience in desktop support or end-user computing roles.
• Strong understanding of PC hardware, imaging tools, operating systems, and application software.
• Proficient in using and supporting ITSM tools like ServiceNow or Remedy.
• Hands-on experience with Active Directory (user/group management), Office 365, DNS, and Group Policy.
• Ability to support and configure Windows, macOS, Android devices, and network printers.
• Familiarity with the ITIL framework and working within SLA-driven environments.
• Excellent verbal and written communication skills.
• Strong stakeholder management, including end users, IT teams, and vendors.

Preferred Certifications (Nice to Have):

• CompTIA A+ / Network+ / Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL v3/v4 Foundation