GDS - Service Desk L2 Technician

Job description

Essential Functions of the Job:

·  Provide level 1 and level 2 support for end users in person, via phone, email, and EY ticketing system
·  Support of remote users using desktop management tools
·  Troubleshoot & resolve problems with end user equipment & software
·  Support latest Windows/Mac operating systems
·  Diagnose and resolve complex end user support issues
·  User account provisioning and maintenance
·  Manage the support ticket queue and assign tickets appropriately
·  Create and maintain documentation as it relates to end user systems, support and processes

Knowledge and Skills Requirements:

·  The ideal candidate has 5+ years of IT Support experience with mid to large-sized companies (500+ associates) and 2 years’ experience as a Level 2 technician and has demonstrated knowledge and experience in:

·  Working tickets & user requests from start to finish with a high level of customer service & communication

·  Strong technical background in both PC (Win 7/10) and Mac (MacOS 10.x.x)

·  Strong proficiency in Microsoft Office Suite (Office365, Outlook)

·  Experience with various hardware including: laptops, MacBooks, printers, peripherals, smartphones, and A/V equipment

·  Administering user and computer accounts within Active Directory/Azure AD

·  Experience using and troubleshooting VPN for remote connectivity

·  Solid understanding of varying IT software and hardware platforms

·  Experience with remote management solutions: Windows Deployment Services (WDS), Bomgar, Systems Center Configuration Manager (SCCM) etc.

·  Administer and Support office telephony equipment and services
·  Intermediate to advanced understanding of Active Directory, TCP/IP, DHCP, and DNS

General Skills:

·  Ability to prioritize and manage own tasks/responsibilities, ability to work independently and without supervision.

·  Passionate about customer service and the user experience

·  Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities

·  Must have a good command of the English language to provide effective phone and email support.

·  Willingness to occasionally work nights/weekend times, and to participate in an off-hours on-call schedule

·  Occasional travel to other EY sites/offices may be required

·  Familiarity with the security industry is desirable but not required

Other Requirements:

·  Willing to work in any shifts

Job Requirements:

Education: 

·  Degree holders in any technology-related field is desired
·  College graduate required

Experience:

·  5 Years of Service Desk Experience