As a Technical Support Analyst L2, your main duties will be:Speaking in English daily with teams from abroad and local customersSupporting desptops, laptops, printers, videoconference equipment, datashows.Monitoring the health and functionality, performance and alerts on Infrastructure IT equipment (servers, firewall, antivirus, network equipment)Work under SLAs for response and resolveImage and re-image of laptops and desktopsInstall and configuration of softwares and appsThree to four (3-4) years' experience providing IT Infrastructure field support which includestroubleshooting hardware, software, operating system issues and problems and fixing the issueswithout impacting / violating the hardware warranty or customer security compliance requirements.Hands on experience in installing, troubleshooting, fixing desktops, printers, laptop and othercomputer peripherals hardware problems as well as desktop applications.Basic knowledge of enterprise LAN and WAN setups and concepts.Ability to perform smart handActivity under instruction-based activities at sites.Ability to lift / move computer equipment weighing up to 23kg.Skilled in desk side support and PC break/fix including basic administration of Windows O/S.Experience with Anti-spyware and Anti-virus software.Some usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under 'Smart Hands' capability.Ability to troubleshoot issues with systems and networks using good deductive reasoning skills.Good written and oral communications skills with clients and management as well as people skills.Ability to work with deadlines and complete tasks on-time.Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),Basic understanding and troubleshooting of Mobile Device Management system( Airwatch / Xenmobile/ Mobile iron etc),Basic understanding and troubleshooting for VDI, SCCM/ LAnDesk/ Altris, Skype for Business, OneDrive. SkillsTechnical Knowledge on Windows OSHardware knowledgeBasic Network knowledgeITIL knowledgeSelf-drivenSelf-managementTime-managementAbility to work in teamCritical analysisProblem SolvingFlexibilityEmotional IntelligenceAbility to be adaptative EducationBachelor's degree in Computer Science, IT Management, or related field, or have equivalent work experience3 to 4 year experience on IT industry supportAdvanced English (Speak, Read and Write)Have in mind your daily routine will be speaking EnglishOne of the phases of the process will be 100% in EnglishPLEASE DO NOT APPLY FOR THE JOB IF YOU DON'T SPEAK ENGLISH Desirable SkillsDatacenter hardware and infrasctructure knowledgeArea Certifications are a plus Compensation and BenefitsSalary following market benchmark
