Tier ll Technician

Job Title: Tier ll Technician

Location : Dallas, TX

Duration: 3 to 5 years

Pay Rate: $50k per annum

Shift Timing (Day/ Evening/ Night): Day

Role & Responsibilities:

• Follow defined Incident Management Workflow and process (i.e. creation, update, escalation, resolve)
• Troubleshoot, prioritize, research and document user problems thoroughly and accurately in accordance with documented procedures to include appropriate escalation handoff; keeping of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction
• Bring reoccurring user issues and solutions to management's attention
• Always maintain a positive attitude and professional manner when dealing with customers, colleagues and managers
• Support end user requests for hardware or software issues on desktops, laptops, tablets, mobile devices, phone systems, conference room technologies and associated peripherals
• Support and maintain a local server and infrastructure racks, including cabling, hardware installation, power management, etc.
• Maintain and perform asset inventory for the local site for all IT Assets
• Accurately track and document inventory changes as often as contractually required
• Monitor local authorized servers, UPS, and other enterprise equipment
• Perform additional duties as required to include Tier 1 - 2 support as part of the service desk queue
• Ability and willingness to travel to other customer sites when needed and with advanced notice (travel expenses will be covered).