L2 Tech Support - Site Migrations

Job Description

Job Description

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Job Title: L2 Tech Support - Site Migration& (Onsite, 100%)

Location: Norwich, NY

Work Schedule: Monday to Friday, 100% onsite

Requirement: U.S. Citizens only (due to the nature of the work)

Position Overview: We are seeking an experienced Desktop Support Engineer with over 7 years of expertise in infrastructure services to deliver hands-on technical support across desktop, laptop, and peripheral systems. This role requires an individual capable of resolving complex IT issues, coordinating with vendors, and ensuring systems function optimally within a high-demand environment.

Key Responsibilities:

• Provide hands-on break/fix support for desktops, laptops, peripherals, and associated software

• Re-image devices, reinstall, and configure applications as needed

• Troubleshoot and resolve issues related to Windows OS, hardware, enterprise applications, and network settings

• Document issues and resolutions using ITSM tools such as ServiceNow or Remedy

• Coordinate with third-party vendors for hardware escalations and replacements

• Support end-user application issues and coordinate with second-level teams for global apps

• Conduct device installations, upgrades, and configuration intakes prior to refresh projects

• Provide support for all printer-related tasks, including driver installations and vendor coordination

• Install and configure desktops, laptops, mobile devices, and peripheral software

Deliver onsite and remote technical support with a strong emphasis on customer service

Technical Skills:

• Strong knowledge of Windows 10/11, Android OS, macOS, Microsoft Office Suite

• Familiarity with LAN/WAN, Wi-Fi configuration, VOIP, and software installations

• Experience supporting Office 365 and related Microsoft technologies

• Strong understanding of Active Directory, DNS, Group Policy, and firewall configurations

• Proficiency in using and managing ITSM platforms, adhering to SLA and ITIL processes

• Ability to create and maintain technical documentation including SOPs and knowledge base articles

Additional Responsibilities:

• Provide IT support for internal and offsite events, including venue coordination and AV setup

• Support disaster recovery efforts and emergency response for local sites

• Manage ticket queues and ensure timely resolution aligned with service level agreements

• Collaborate with Level 3 teams and vendors to support system upgrades and service enhancements

• Respond promptly to end-user inquiries and provide regular status updates

Qualifications:

• Minimum 7 years of hands-on experience in desktop/infrastructure support

• Strong interpersonal skills to interact with users, senior leadership, IT teams, and vendors

• Excellent verbal and written communication skills

• Experience supporting food manufacturing or similar fast-paced environments is a plus