L2 Tech Support & Program Lead

Information Technology Greater New Jersey Area, New Jersey


osition Responsibilities

  • Leading L2 Tech Support and Managing Projects
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical L2 issues
  • Create AD accounts and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Laptop/HHs imaging as needed
  • New Hire orientation
  • Asset Management - Field Handhelds & Laptops - Reporting - as needed
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Mobile Technical Support
  • Field Application Support
  • Project Management
  • On-call support (As needed for ELT)
  • IT Lab support (Shipment, imaging, inspection, inventory management)
  • Help with office services & data center as needed (Office moves as needed)
  • Service Desk Admin
  • Service Desk Calls management
  • SCCM/MDM responsibilities

Position Qualifications

  • 2-3 year of Program Lead Experience / Project Management
  • Knowledge of PowerShell scripting
  • MDM Tools Knowledge is a PLUS (AirWatch, IBM MaaS360, JAMF)
  • Knowledge of SCCM
  • Windows expert
  • MAC expert
  • White Glove Support

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*Proof of full COVID-19 vaccination is required.

Neptune Retail Solutions is an Equal Opportunity Employer.