Job Title: Level 2 Technical Support
Location: Onsite - 5100 Corporate Parkway, Wilson, NC 27893
Top Skills Required:
1. Initiative. Must have ability to think on your feet and be able to adjust to events as they unforld.. Must take initiative to resolve problems and provide routine status updates and escalate for help when needed.
2. High emotional intelligence with strong communication skills. Must be able to have face to face conversations with a variety of personnel and levels.
3. Great troubleshooting and diagnostic skills in identifying root causes and ability to resolve problems proactively.
Job Summary:
This role works with various on-site IT vendors, internal client resources in building out the IT capabilities of this client facility including end user support, smart hands and feet, VIP services, and other activities. This role requires a candidate with a broad and diverse technical background along with a high level of emotional intelligence, initiative, proactiveness, and balancing multiple competing priorities. Must be a good communicator both written and verbal and has a comfort level speaking with people at all levels within the organization.
ON-SITE Support for Project Team, and Manufacturing, Labs, and Logistics (MLL) SDL for IT related Activities.
Set Up and assist with Core Depolyments for all IT activities
Manage Onsite Equipment inventory and maintain asset inventory in CMDB tracking system
Coordinate with third-party vendors for hardware deployments
Support for Supply Chain, Manufacturing, Labs, and Logistics IT needs.
Level 2 Technical Support - Break/Fix, Imaging, and Vendor Coordination
Responsibilities:
· Troubleshoot Windows OS, hardware, and enterprise applications
· Troubleshoot hardware, software, and network connectivity issues
· Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
· Good understanding of O365 and related support activities.
· Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall.
· Build for MLL Workstations
· Assist with IT connectivity for MLL Specialty Manufacturing Device connectivity.
· Document issues and resolutions in the IT service management system (ServiceNow, IRIS)
· Resolution of technology break/fix issues including but not limited to computer software, hardware and applications, printer and wireless issues
· Coordinate with third-party vendors for escalations and hardware replacements
· Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.
· 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.
· Effective written, verbal, and project coordination communication skills are a MUST
· Must be PRESENT on-site a minimum of 8 working hours per day.
· Must be FLEXIBLE in scheduling as some after hours or weekend work may be required.
· Resolve end-user issues in a professional and customer focused manner
· 2-5 years of experience in L2 IT support
· Strong troubleshooting skills for hardware, software, and OS issues
· Experience in an enterprise IT environment
· Preferred certifications: CompTIA A+, ITIL Foundation
· Experienced in using ServiceNow.
· Years of Experience: 4.00 Years of Experience