Service Technician (L2)

Job Description

Job Description

Title: Service Technician (L2)

Location: South San Francisco

Summary:

The Technician would respond to scheduled assignments involving supporting and cross training with various teams, including customer interaction and service in person in a daily basis, hardware deployment, quick fixes, iPhone and iOS support, and others. This self-motivated candidate will follow defined account and departmental policies and procedures as described above.

Essential Duties and Responsibilities:

• In person customer support regarding Windows, MacOS, iOS software and configuration.
• Respond to dispatched assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the customer’s office or desk location.
• Execute the delivery of services per Service Level Agreements to customers.
• Imaging, pre-configuration, data migrations and application installation for Windows and MacOS systems.
• Logistics of receiving, handling and sorting of computer and related peripherals products received from customers and hardware vendors.
• Support of deployment, troubleshooting, and receipt of mobility devices including iPhone, iPad, and MiFi equipment.
• Confers with management to assist development of service quality assurance processes and procedures.
• Populate the Knowledge Base frequently and document resolutions,
• workarounds, and frequently asked questions for problems and service requests.
• Manage assets and take detailed notes utilizing Customer Relationship Management tools or applications by keeping status, details, notes or any other updates consistent between multiple tools or applications utilized for CRM and tracking purposes.
• Work independently and report progress to your supervising manager
• Other duties and responsibilities may be assigned

Education/Experience:

• Technical authorization with CompTIA "A+" Certification a plus
• Requires a technical background with at least 2 years of professional experience
• Able to multitask and prioritize multiple projects
• Good interpersonal and organizational skills are a must
• Must be dependable and able to meet deadlines consistently
• Should have the ability to work under pressure and be flexible to adapt to a changing environment
• Troubleshooting and problem-solving experience is preferred
• General knowledge of Microsoft Office and Google Apps is a plus
• Must be experienced with a service ticketing database, IE: HPSM, Service Now
• Knowledge in one or more operating systems such as MacOS, Windows 10/11, or iOS is mandatory