L2 Technical Support – PC Migrations

TN United Kingdom; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an L2 Technical Support professional to manage desktop migrations and provide technical support. This role involves hands-on experience with PC imaging, troubleshooting various operating systems, and coordinating with vendors for hardware replacements. You will be responsible for maintaining documentation, managing ticket queues, and ensuring effective communication with stakeholders. If you have a passion for technology and a knack for problem-solving, this opportunity is perfect for you. Join a dynamic team where your contributions will have a significant impact on user support and satisfaction.

Qualifications

• Direct experience in managing desktops and PC imaging.
• Extensive knowledge of computer hardware and troubleshooting systems.

Responsibilities

• Provide break/fix support for desktops, laptops, and peripherals.
• Troubleshoot Windows OS and enterprise applications.

Skills

PC Imaging

Troubleshooting

Windows 10/11

Active Directory

Networking

Communication Skills

ITIL Incident Management

Tools

ServiceNow

Remedy

O365

Job description

Role/Job Title: L2 Technical Support PC Migrations

Work Locations (Onsite): Cardiff, Bristol, Feltham, Cheltenham, and Brockworth

Working Conditions: 8x5 - Onsite Support

Job Description:

The role requires direct experience in managing desktops, including PC imaging and device management, along with extensive knowledge of computer hardware, networks, and troubleshooting systems and applications.

Your Responsibilities:

1. Provide break/fix support for desktops, laptops, and peripherals.
2. Re-image devices and reinstall/configure applications as needed.
3. Troubleshoot Windows OS, hardware, and enterprise applications.
4. Coordinate with third-party vendors for escalations and hardware replacements.
5. Document issues and resolutions in the IT service management system (e.g., ServiceNow, Remedy).
6. Maintain a strong understanding of PC hardware, software, operating systems, directory services, printing, and applications.
7. Support applications installed on computers; coordinate with L2 teams for global applications.
8. Handle desktop/laptop installations, user scheduling for upgrades/refreshes, and system/data configurations.
9. Support printers, network configurations, driver installations, and vendor coordination.
10. Install and configure desktops, laptops, mobile devices, peripherals, and related software.
11. Have expertise in Windows 10/11 OS, Android OS, Mac OS, MS Office, LAN/WAN issues, Wi-Fi, VOIP, and application software configurations.
12. Provide onsite and remote technical support.
13. Manage ticket queues and resolve issues within SLAs.
14. Develop documentation and standard procedures (KB, KEDB, SOPs).
15. Coordinate with vendors for end-user support, including warranty repairs.
16. Maintain a good understanding of O365 and related support.
17. Have knowledge of Active Directory, DNS, Group Policy, Networking, and Firewalls.
18. Experience in 2nd line support and ITIL-based incident/problem management.
19. Demonstrate strong communication skills (written and verbal).
20. Exhibit strong stakeholder management skills, including working with users, senior management, IT/project teams, and vendors.