L2 IT Support Engineer
Request-ID: 59406-1Title: L2 IT Support EngineerLocations: Montvale, NJ (Onsite)Duration: 6 MonthsSalary Range: $30 - $32/Hour on W2 (Without Benefits)We need local candidates in 25-30 min drive to Montvale NJApplicants must be willing to work on W2.Required Experience:Must Have Overall Experience Required is 6 to 8+ years.Must Have 7+ years of Experience in IT IS_EUCS_TOOLS_SCOM.Role Description:Provide second level support for incoming incidents and requests to Service OperationsAct as an escalation point for incidents and requests that Level 1 cannot resolveBuild and maintain advanced skillset/knowledge in troubleshooting ETS servicesBuild rapport and elicit problem details from Service Operations customersPrioritize incidents and requests according to defined processes to meet SLAsEscalation to vendors under existing support contracts, and tracking and documenting vendor compliance to existing SLOsEscalate requests and incidents to Level 3 or Product Engineer when requiredKnowledge sharing, including training Level 1 and Level 2 colleaguesReceive and document knowledge from Level 3 or Product EngineersDevelop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as neededIdentify and learn appropriate software and hardware used and supported by the organizationPerform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determinedManage on-site, walk-up support requests for hardware and software when requiredContribute to Transformation initiatives with insights, contextual knowledge, technical expertise, User trial, documentation etc.Essential Skills:This role is the technical face and voice of Enterprise Technology Services (ETS), providing support for all services including End User Compute, PC, Telephony, Networks, Hybrid Cloud, and Service Operations, as well as support for some products and services.Company Benefits & CultureInclusive and diverse work environmentOpportunities for professional growth and developmentComprehensive health and wellness benefitsAppreciate your quick response and please feel free to reach me out for any query you may have.Thanks