Laveer Engineering · 6 hours ago
Global Service Desk Analyst II
Rock Hill, SC
Full-time
Onsite
Mid Level
$50K/yr - $63K/yr
3+ years expWestinghouse Electric Co is dedicated to providing clean energy solutions and values its employees as its most valuable asset. The role of Service Desk Tier 2 Analyst involves providing remote support to end-users, troubleshooting technical issues, and assisting with escalated incidents from Tier I Analysts.
Industrial EngineeringMechanical EngineeringService Industry
Responsibilities
Assure smooth handling of individual problems from call-in through resolution
Respond to inquiries and service requests for assistance with the organizations computer system or PCs by Phone and Email queues
Identify problems and troubleshoot for internal customers. Provide 2nd level technical support for the following: Windows 11 and above, Microsoft Office 365 applications, Microsoft Edge, Hardware/Software conflicts, remote support via remote control tool (SCCM/Beyond Trust), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone/IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem)
Escalate/Coordinate 3rd level support to resolve problems if necessary
Assist peers with troubleshooting, SD processes
Provide first contact on escalated/routed issues from Tier I
Resolve and support end-user issues with the help of remote-control tool and remote resources
Support end-users by remote tools and phone support. Work with people and solving problems daily
Basic network administration
Active Directory Administration
Perform Tier 1 NOC Monitoring responsibilities (use available resources, escalate tickets to Network team)
Email security monitoring, Access Requests and other user provisioning tasks (coordinates with Sec Admin team)
Tier 2 Application Support
Qualification
Required
Associate's degree in information technology or equivalent
3+ years of experience at Service Desk Role in providing remote phone and desktop support
HDI HelpDesk Professional or ITIL Foundations Required
Basic Network Administration
Basic Network configuration troubleshooting
Knowledge of hardware and software
Experience with Windows operating systems
Experience with IOS and Android OS required
Familiarity in browser technology
Experience in VOIP systems (telephony)
Preferred
Network+ Certification
Benefits
Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
401(k) with Company Match Contributions to support employees' retirement
Paid Vacations and Company Holidays
Opportunities for Flexible Work Arrangements to promote work-life balance
Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
Global Recognition and Service Programs to celebrate employee accomplishments and service
Employee Referral Program
Company
Laveer Engineering
Laveer Engineering provides custom and off the shelf equipment solutions to industry.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2021-06-01Acquired
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