L2 Technical Support

Position: Level 2 Support Location:Gerogetown, KY (onsite) Full TIME Job description: Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users. Analyze, 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 May require climbing ladders or using lifts, Pau May require rotating shift work