Onsite Support Tier 2

We are seeking a dedicated and knowledgeable Local IT Support Agent to serve as a Tier 2 IT support and escalation point for our IT Global Service Desk and Site Operations. The ideal candidate will possess strong technical skills, excellent customer service, and the ability to manage multiple tasks efficiently in a fast-paced environment.

Key Responsibilities:

• Provide Tier 2 IT support and act as an escalation point for the IT Global Service Desk and Site Operations.
• Ensure adherence to SLA guidelines and maintain high levels of customer satisfaction.
• Install, configure, and troubleshoot computer hardware, operating systems, applications, and peripherals including monitors, printers (local and network), switches, hubs, scanners, and handheld devices.
• Support and troubleshoot network connectivity issues, including analyzing problems and patching ports through IDFs as necessary.
• Facilitate employee moves by disconnecting/reconnecting PC equipment and addressing related technical issues.
• Guide end-user clients through system setups or issue resolutions, both remotely and face-to-face.
• Act as the primary contact for conferencing issues, global company meetings, and town halls, managing video conferencing technologies like Cisco, Polycom, and WebEx.
• Document and track the problem-solving process, including actions taken through to resolution.
• Identify opportunities to improve Tier 2 resolution rates and efficiency.
• Develop and maintain knowledge articles to support issue resolution.
• Issue and manage reports in ServiceNow, tracking progress and outcomes.
• Utilize data analysis and visualization tools such as Power BI, Tableau, ServiceNow reports and Dashboards to monitor trends and support decision-making.
• Apply deployment tools such as SCCM, JAMF, and MDT for efficient software and system updates.
• Ensure strong security practices, including the use of anti-virus and malware removal utilities, and maintain a solid understanding of desktop network configurations (TCP/IP, DHCP, WINS, DNS, IPX).
• Perform related duties consistent with the scope and intent of the position.

Key Technologies:

• Computer Hardware/Software Troubleshooting
• MS Windows OS platforms
• PCs, Laptops, MacBook, MacMini, Apple TV
• Cisco Phones & Video Conferencing
• Basic Network Troubleshooting
• Steelcase, HP Printers
• MS Office, Teams, ServiceNow, Smartsheet
• SCCM, JAMF, Tanium, Manage Engine Device Control, SotiMobile, PDQ, Crowdstrike
• Global Protect, Cloud Applications (Webex, OneDrive, O365)