Support Technician II
Irvine, California  


We have a Contract To Hire position for "Support Technician II" with one of our direct clients in Irvine, California for initial contract duration of  6+ months. No third party candidates considered for this position. US citizens and all those authorized to work in the US are encouraged to apply.

Job Description

The Support Technician provisions and maintains end user computing devices (e.g. desktops, laptops, tablets, mobile phones, and peripheral devices such as printers, scanners, fax and copy equipment). The Support Technician installs and troubleshoots hardware, software, and network problems, escalating to the responsible area with accurate information, and providing technical guidance and oversight. 

Hardware/Software Installation

  • Responds to service requests regarding the installation of hardware and software for end user computing devices. 
  • Carries out the hardware procurement process.
  • Delivers, relocates and disposes of hardware.
  • Provides basic user training on equipment.
  • Maintains documentation of physical assets in configuration and asset management records.

Preventive Maintenance

  • Performs preventative maintenance on all electronic devices and peripheral equipment.

Incident Management

  • Performs 2nd level support; troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.
  • Performs research and develops solutions for hardware and software issues.
  • Updates incident records and knowledge base with appropriate and timely information.

Problem Management

  • Recommends solutions, resolve problems associated with incidents, and update problem records.
  • Conducts root cause analysis. 
  • Submits requests for change records to remove errors.

Customer Service

  • Updates customer with progress.
  • Provides services per SLAs.

Required Skills

Essential

  • 4-6 years of working experience
  • Strong customer service skills including written, email, and telephone etiquette
  • Working experience imaging and supporting end-user computing devices
  • Working experience troubleshooting Windows and Mac operating systems
  • Working experience troubleshooting mobile operating systems (iOS and Android)
  • Working experience working with a ticket management/service desk system
  • Working experience in an SLA-based environment
  • Working experience as a participant in a change management process
  • Working experience of Microsoft Office products
  • Working experience with audio visual equipment. supporting 50+ conference rooms
  • Technical certifications such as A+, Network+, MCP, MCDST

Specializations:

Field

Key Responsibilities

  • Provide customer service coverage on sales days
  • Check that all equipment works before sales days
  • Run remote/mobile sales
  • Attend auction leadership meetings

Essential Knowledge, Experience & Qualifications

  • Working experience in Series/AS400 support
  • Working experience in wireless (Mobile, WiFi, WAP)
  • Working experience in network
  • Working experience in audio/visual 
  • Working experience in Project Management
  • Experience communicating with stakeholders

Desktop

Key Responsibilities

  • No additional responsibilities

Essential Knowledge, Experience & Qualifications

  • No additional requirements

 

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