L2 Onsite Support Consultant

Job description

Mission Description

• Provides second-line investigation and diagnosis.
• Resolves and closes incidents / service requests as per help desk procedures & allocated timelines.
• Escalates unresolved incidents / service requests within agreed timescales.
• Ensures tickets are updated at all times until issues are resolved.
• Liaises with clients, other IT support groups and 3rd party providers when necessary.
• Performs staging of PCs.
• Performs IMAC(Install, Move, Add and Change).
• Conducts hardware and software maintenance and support.
• Troubleshoots and resolves PC incidents and / or VIP requests.
• Coordinates with Service Desk for hardware repair.
• Assists local Server Team when server maintenance is required.
• Special events coverage / Conference support.
• Connected Backup client support.
• Local network support and / or assists centralized Network team.

Profile Requirement