IT Resident Engineer L2 IT

• Provide top-notch, day-to-day local and remote desktop support.
  
• Dive into resolving technical challenges with hardware, software, and applications, documenting everything in our ticketing system.
  
• Take ownership of customer issues, ensuring they're resolved quickly and efficiently.
  
• Provide expert fault analysis for operating systems and platforms.
  
• Apply your skills to provide fault resolution across our suite of approved applications.
  
• Collaborate with vendors to tackle even the trickiest AV issues.
  
• Keep our users in the loop with timely updates on issue status and resolution.
  
• Maintain meticulous ticket updates for all reported incidents.
  
• Install, upgrade, support, and troubleshoot a variety of software and hardware (Windows 7/10, Microsoft Office 365, Cisco Jabber, Printers, etc.).
  
• Provide support for Mac users.
  
• Perform preventative maintenance and repairs.
  
• Use diagnostic tools to get to the root of network and hardware/software problems.
  
• Manage and support mobile devices.
  
• Be adaptable and thrive in a project-based environment where teamwork is key.
  
• Handle other duties as assigned!
  

Requirements

• Solid technical skills:
  
• Deep understanding of Windows 7/10 and Microsoft Office 365.
  
• Proficiency in Active Directory and GPOs.
  
• Hands-on experience with PC hardware troubleshooting and repair.
  
• Experience with enterprise anti-virus solutions and helpdesk ticketing systems.
  
• Experience with Mobile device management.
  
• Excellent analytical, troubleshooting, and problem-solving skills.
  
• Proven ability to multitask, prioritize, and meet SLAs.
  
• Exceptional communication, relationship-building, and customer service skills.
  
• A willingness to learn and adapt in a fast-paced environment.