L2 Tech Support

Desktop Management - Infrastructure Services, Desktop, Laptop, L2 Tech Support, Windows 10/11 OS, Android/ Mac, MS Office, LAN/WAN, WiFi, VOIP Phone, ITIL Experience level: Mid-senior Experience required: 7 Years Education level: Bachelors degree Job function: Information Technology Industry: Information Technology and Services Pay rate : View hourly payrate Total position: 1 Relocation assistance: No Visa sponsorship eligibility: No At the top of the resume, please include the candidate's current location. If the candidate is not local, clearly state whether they are willing to relocate and work onsite five days a week. Applications missing this information will be rejected. Profile Requirements: Associates will be required to work out of the assigned location 100% in the office 5 days a week US Citizens only, due to the nature of the business and the work involved. Job Description 7+ years of experience in Desktop Management - Infrastructure Services (IS) Provide break/fix support for desktops, laptops, and peripherals Re-image devices and reinstall/configure applications as needed Troubleshoot Windows OS, hardware, and enterprise applications Coordinate with third-party vendors for escalations and hardware replacements Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.) Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required. Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues. PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer. Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc. Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software. Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations Provide onsite and remote technical assistance to End Users. Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed. Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOPs) Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement) Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades. Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites. Good understanding of O365 and related support activities Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool Experience of working within SLAs and ITIL processes Effective written and verbal communication skills Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors. Additional Notes: Please submit the candidate's resume in PDF format. Please note that TCS does not consider former full-time employees (FTEs) for rehire. Additionally, individuals who have previously worked at TCS as contractors must observe a minimum waiting period of six months before being eligible for re-engagement. MUST HAVE: At the top of the resume, please include the candidate's current location. If the candidate is not local, clearly state whether they are willing to relocate and work onsite five days a week. Applications missing this information will be rejected. 7+ years of experience in Desktop Management - Infrastructure Services (IS) Provide break/fix support for desktops, laptops, and peripherals Re-image devices and reinstall/configure applications as needed Troubleshoot Windows OS, hardware, and enterprise applications Coordinate with third-party vendors for escalations and hardware replacements Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.) Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required. Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues. PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer. Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc. Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software. Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations Provide onsite and remote technical assistance to End Users. Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed. Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOPs) Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement) Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades. Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites. Good understanding of O365 and related support activities Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool Experience of working within SLAs and ITIL processes.