L2 Deskside Support Technician

Take your career to the next level with eXcell. We offer jobs with Fortune 1000 companies nationwide AND invest in your career development using our leading-edge training program. We are currently seeking a qualified Level 2 Deskside Support Technician to join our client s team onsite in Tampa, FL. The ideal candidate for this role will wear business casual, however jeans are accepted. Scope of Activity and Responsibilities:

• Provide excellent customer support to / for corporate users on site at client HQ and white glove support for VIP users
• Track and own customer issues with end-to-end ownership through final resolution
• Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner
• Assess and prioritize daily ticket On Site workload aligning with Best Practice and in accordance with established SLAs
• Install, configure, and support hardware and software in the environment
• Contribute to both the IT and Customer Knowledge Base, writing concise and coherent incident description and resolution
• Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution
• Provide phone and deskside support for mobile devices (iPhone & iPad)
• Create and maintain on point documentation for all desktop solutions and troubleshooting instructions in the Knowledgebase
• Setup and move computer equipment in support of new hire onboarding and office moves
• Follow standard operating procedures around process and documentation

• ITIL foundation certification recommended
• Microsoft certification is a plus
• Best Practice experience preferred
• Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines
• Strong organizational skills required; including good time management skills
• Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels
• Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner