Level 2 Field Support Technician

The Level 2 Field Support Analyst will performs problem determination and resolution for desktop workstations.Specific Responsibilities:1. Accept problem call assignments from Level 2 Telephone Support Analysts;2. Call user back within an hour of receiving assignment to confirm call and set appointmentfor visit3. Visit user site to diagnose and resolve problem4. Occasionally do simple user training to avoid problem recurrence5. Log all actions in call tracking system to reflect steps taken for problem determination,diagnosis, and resolution6. Leave properly filled call sheet at user site for easy reference in case user needs to call back7. Escalate to appropriate parties any problems that cannot be determined/resolved withinthe prescribed amount of time8. Ensure that calls are completed as soon as possible9. Ensure that user is regularly kept informed of the status of a pending call10. Detect problem call patterns and report them immediately to the ManagerQualifications:1. Excellent technical skills in computer hardware, software, operating systems,communication protocols, and diagnostic tools 2. Ability to troubleshoot problems in a logical manner3. Ability to clearly document actions taken to diagnose and resolve problems4. 5-6 years experience in a similar function; 5. Large enterprise work experience desired; the technician should have provided Help Desk & LAN Support for at least 250 users6. Network protocols, hands on connectivity debugging7. Excellent analytical skills & great insight and speed in determining criticality of problems8. Advance knowledge of 0365, in particular managing Outlook client accounts.9. Strong knowledge of Microsoft Office packages (at least Word, Excel and PowerPoint)technical demonstrated abilities10. Active Directory knowledge, even if not at a specialist level is a must.11. Ability to configure user profiles using Active Directory (dhcp, dns), password resets andcreate new accounts.12. Exchange Admin Center knowledge and familiar with how to create and administer emailaccounts, profiles, groups and permissions.13. Ability to answer ad-hoc Microsoft Windows (7 and 10) OS issues/questions (desktop andlaptop)14. SCCM knowledge a big plus.15. Familiar with the technical side of Lotus Notes.16. Familiar with and has used a ticketing system, e.g. Remedy For Immediate Response call or send your resume to For Immediate Response call or send your resume to TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 30 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 certified company.