The purpose of this job description is to describe the authority, responsibilities, and duties of the Level 2 Technical Support Representative.
The Support Engineer Level 2 is selected and placed into the position by the SVP, Information Technology. This position works under general supervision with the manager providing limited hands-on guidance and leadership. Incumbent makes decisions within scope of current policies/procedures. Work is reviewed by supervisor for soundness of overall accuracy and adequacy. Develops solutions to moderately complex problems. Approval necessary when deviating from standard and routine practices or procedures.
The Level 2 Technical Support Representative troubleshoots complex network issues related to both Apple and PC networks.
General Telephone Support
Resolve complex employee hardware and/or software issues and questions via telephone and/or email, noting that issues are escalated and complex therefore the end users may be frustrated or dissatisfied
Hardware Troubleshooting and Support
Troubleshoot and diagnose complex hardware related issues for end users
Direct end users to add, remove, and/or replace hardware and peripherals
Software Troubleshooting and Support
Troubleshoot and diagnose software related issues for end users.
Direct end users in person, via telephone or email, to install, remove and/or repair software and applications. Coaches end users in editing of BAT, INF, INI & CMD type files or registry settings as necessary
Identify OS and service pack levels
Network Implementation, Maintenance & Troubleshooting
Assist IT management in implementing network structure and design including; installing applications, implementing file system shares, group policy objects, backup procedures, and Active Directory layout according to the design of IT management.
Daily administration and troubleshooting of the corporate network, including maintaining domain and user accounts; monitoring network / sever performance and recommending improvements
Maintain the enterprise anti-virus system and perform preventive maintenance by installing management approved upgrades and patches
Bachelors degree in IT, Information Systems or related area, or equivalent work experience.
2 years experience in a helpdesk / IT support function
Advanced understanding of computer hardware, software and networking.
Ability to manage situations in which the end users are potentially frustrated and / or irate, in a calm manner.
A strong understanding of computer hardware including cards and peripherals.
Able to quickly identify hardware issues and supply end users with corrective action.
A strong understanding of the operation of DOS, Microsoft Windows, Microsoft Office and PC and Macintosh specific applications.
Able to direct individuals in a timely and polite manner over a phone to add, remove, and / or replace hardware and peripherals or software and applications.
Able to quickly identify OS and service pack levels and have an ability to understand and identify OS and application specific issues.
Knowledge of how to install applications, implement file system shares, group policy objects, backup procedures, and implement Active Directory layout according to the design of IT management.
Experience maintaining domain and user accounts; monitoring network / sever performance and recommending improvements on all systems where applicable; maintaining the enterprise anti-virus system and performing preventive maintenance by installing management approved upgrades and patches.
The responsibilities are many, various, and not limited to those written in this document.
Website : http://www.zadv.com
Omnicom is the largest Marketing and Media company in the world which continues to set the performance benchmark for holding companies. Within Omnicom's portfolio are the best of breed agencies that are the envy of the industry. Each agency is provided unmatched resources and global access. Zimmerman, as Omnicom's retail specialist, has built an office infrastructure to support the nature of retail business. We have over 800 budget conscious, retail bleeding, merchandise loving, sofa sleeping, car driving, pizza eating, market activating, comp sales crazy, ROI focused Zimmerman team members in many offices around the country.