Level II IT Specialist

CA - Harbor City

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We are seeking candidates for an opportunity as an L2 onsite desktop technician. The position is on-going and for 40 hours a week. The technician will deliver the user support for the maintenance of the End-Users at our customer's location.

  • Troubleshooting hardware, software, operating system issues and problems and fixing the issues without affecting / violating the hardware warranty or customer security compliance requirement.

  • Hands on experience in installing, troubleshooting and fixing desktop, printer, laptop and other computer peripheral hardware problems.

  • Basic knowledge of networking to perform smart hand activity under instruction-based activities at sites.

  • Ability to lift / move computer equipment weighing up to 50Lbs.

  • The level 2 technician should have A+ Certification or similar, OEM vendor training, and a minimum of 3 years' experience across multiple device platforms, customer service training.

  • Work with 3 rd party vendor in Escalation higher level support

  • Provides support to end users for computer application, system, device, access and hardware issues.

  • Identifies, researches and resolves the most complex technical problems and ensures correct operation of personal computer.

  • Responds to telephone, email and online requests for technical support.

  • Documents, tracks, and monitors the problem using applicable systems and tools.

  • Coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty.

  • Evaluates user needs, defines technical problems, and works with engineering/ development staff to determine solutions.

  • Assists customer in implementing solutions.

  • Performs ongoing activities to maintain and enhance overall system performance.

  • Works on projects/ matters of limited complexity in support role

  • Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals.

Skills

  • Microsoft 365 licensing levels, costs, what is included.

  • Update an SSL certificate on a domain controller

  • Troubleshoot common server failures.

  • Install replacement parts in a server.

  • Troubleshoot Azure AD Connect/AD Sync.

  • Explain and troubleshoot VLAN routing and understand the difference from a subnet.

  • Design and setup of Active Directory Domain Controllers.

  • Design and setup of Azure Active Directory instances.

  • Troubleshoot firewall logs

  • Identify and troubleshoot call quality problems.

  • Train a user to work their IP phone and forward calls.

  • Troubleshoot data jacks.

  • Identify names and function of all parts of a server.

  • Configure & troubleshoot spam filter settings.

  • Design and troubleshoot conditional access policies.

  • Configure device enrollment for Windows & mobile devices.

  • Troubleshoot internet connectivity on a network.

  • Be able to restore a file from backup.

  • Be able to restore an email from backup.

  • Perform other line of business application software updates - Workstation

  • Troubleshoot file and folder permissions.

  • Able to assign file and folder permissions.

  • Efficient analysis and root cause determination of Windows event logs.

  • Troubleshoot complex mailflow problems.

  • Configure & troubleshoot Microsoft policies

  • Know how to create how-to documents in our documentation platform.

  • Troubleshoot Windows Hello settings.

  • Troubleshoot LAN protocols: DNS, DHCP, etc.

  • Troubleshoot backup jobs Sharepoint/OneDrive

  • Able to demonstrate proficiency with TRACERT, PING, NSLOOKUP.

  • Troubleshoot internet connectivity on a workstation.

  • Reset a password in Microsoft 365.

  • Be able to secure a compromised user account.

  • Walk a user through MFA enrollment

  • Troubleshoot workstation performance.

  • Troubleshoot user authentication failures.

  • Troubleshoot Cisco Switches


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