Job Title: Support Technician 2
Location: Austin TX
Duration: Long Term
Job description:
Primary Roles and Responsibilities
Technical Support
- Provide advanced and escalated technology service support
- perform complex hardware, software, and applications support and preventative maintenance
- Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
- Triage and troubleshoot customer issues; Escalation point as Tier 1/2 Support
- Implement support via Microsoft Active Directory
- Perform enterprise desktop installations and updates via managed services
- Perform call-backs within target-response-times
- Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.)
- Monitor Service Desk queues
- Update/escalate tickets as appropriate
- Monitor systems for problems/alerts
- Systems Administration
- Perform systems/accounts administration within target-response-times
- Assist with conference room Exchange calendars
- Support A/V setups for meetings
Documentation systems and processes
- Document, test, and publish processes/procedures
- Participate in developing and testing knowledge management content (knowledgebase)
- Assist Service Desk resources with knowledge management activities
Training & Development
- Attend product training as deemed appropriate
- Achieve technical certifications as determined by IT management
- Maintain awareness of AE IT quality programs and standards
Years Skills/Experience
4-7 Provide professional technical customer service to users.
4-7 Install and maintain hardware and/or software for desktop systems
4-7 Schedule, document, and close work orders via support software
1 Troubleshoot computer, printer problems
2 Setup and maintain A/V equipment
Required to provide on call afterhours 24 x 7 support (about 1 week a qtr.)
Valid Texas Class C Driver License w/ ability to travel to more than one work location
Preferred (Optional): insert specific preferred skills for this Contract Position)
Years Skills/Experience
2 Perform Advanced System administration duties for Apple/Mac and Microsoft based devices, e.g. adding user accounts, group policy Management, packaging and deploying software
2 Experience with Microsoft Active Directory, Azure and Office 365
1 Computer certification
