Reqroute, Inc ยท 16 hours ago
Deskside Services L2
Memphis, TN
Contract
Onsite
Mid LevelReqroute, Inc is seeking a Deskside Services L2 technician to provide on-site support for desktop environments. The role involves deploying end user devices and resolving technical issues while ensuring high levels of customer satisfaction.
Staffing & Recruiting
Responsibilities
Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
Analyse, resolve, respond to, and document end user inquiries
Install desktop/Laptop software using approved tools
Troubleshoot operating system
Troubleshoot connection issues with LAN/WAN
Update tickets with accurate and timely records of work performed, and resolution detail
Maintain and contribute to a knowledge base
Coordinate hardware warranty repair
Escalate to 3rd party vendors when necessary
Responsible for raising and coordinating problem management issues
Perform additional tasks (end user/infra related) when required
Participate in projects
Strong understanding and skills in SLA, KPI Management
Must be able to walk long distances
Must be able to lift up to 50 lbs without assistance
Will often work in dirty, hot or cold environments
May need to work while kneeling
Ability to be the face of Cognizant and provide an outstanding end user customer experience
Desire for continual learning and skill development and is always striving to make incremental improvements
Punctuality, dependability, and a strong work ethic are key attributes for this position
Qualification
Required
High degree of professionalism and ability to communicate clearly to all levels within the organization
Ability to drive high levels of Customer Satisfaction
High level of knowledge and experience supporting Microsoft end user devices in a deskside support environment
Ability to troubleshoot and resolve problems in a timely manner
High level of initiative and proactiveness, and a continuous improvement mindset
Taking the lead in resolving issues without handholding
Must have strong troubleshooting skills across multiple technologies
Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
Analyse, resolve, respond to, and document end user inquiries
Install desktop/Laptop software using approved tools
Troubleshoot operating system
Troubleshoot connection issues with LAN/WAN
Update tickets with accurate and timely records of work performed, and resolution detail
Maintain and contribute to a knowledge base
Coordinate hardware warranty repair
Escalate to 3rd party vendors when necessary
Responsible for raising and coordinating problem management issues
Perform additional tasks (end user/infra related) when required
Participate in projects
Strong understanding and skills in SLA, KPI Management
Must be able to walk long distances
Must be able to lift up to 50 lbs without assistance
Will often work in dirty, hot or cold environments
May need to work while kneeling
Ability to be the face of Cognizant and provide an outstanding end user customer experience
Desire for continual learning and skill development and is always striving to make incremental improvements
Punctuality, dependability, and a strong work ethic are key attributes for this position
Preferred
Experience with Mac devices
Using ServiceNow
Company
Reqroute, Inc
Reqroute is a Staffing and Recruitment Marketing firm based in the heart of Silicon Valley in California.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Terrina Butler
Vice President of Strategy and Client Partnerships
Company data provided by crunchbase