L2 Tech Support Site Migrations

Job Title: L2 Tech Support Site Migrations
Location: McAllen, Texas, USA (Zip Code: 78503)
Work Schedule: 100% Onsite, Monday to Friday

Key Responsibilities:

• Provide break/fix support for desktop, laptop, and peripheral issues.
• Re-image devices and install/configure applications as required.
• Troubleshoot and resolve Windows OS, hardware, and enterprise application issues.
• Install, configure, and support desktops, laptops, mobile devices, and related peripherals.
• Perform PC upgrades, refresh scheduling, and capture user system settings.
• Support local and network printers (configuration, driver installation, vendor liaison).
• Deliver end-user support (onsite and remote) including for events and disaster recovery scenarios.
• Maintain accurate documentation, procedures, and user knowledge bases.
• Manage ticket queue using ITSM tools like ServiceNow or Remedy, ensuring SLAs are met.
• Collaborate with L3 support teams and vendors for escalated issues.
• Maintain effective communication with end-users and stakeholders.

Required Skills & Experience:

• Strong working knowledge of Windows 10/11, Android OS, macOS.
• Familiarity with MS Office Suite, O365, VOIP, LAN/WAN, Wi-Fi setup, and basic firewall knowledge.
• Active Directory (user/group management), DNS, Group Policy experience.
• Hands-on experience supporting enterprise hardware and software.
• Knowledge of ITIL framework and experience working within SLA-based environments.
• Excellent problem-solving, communication, and interpersonal skills.
• Experience using ITSM tools (e.g., ServiceNow, Remedy).