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Field Engineer 2
Ref No.: 17-03199
Location: Costa Mesa, California
Start Date: 05/31/2017
 This role is for a L2 Help Desk agent focused on VIP level IT support.  All support will be via remote connectivity and phone.
This will include PC and MAC support and will be very technical in nature.
This role will also own the entire ticketing and support process, including tracking ticket movement, coordinating with other resolver groups, follow up with client, escalation, and any other action that is required until the issue is resolved.
This role will monitor activity to help identify trends with various issues within the Network, PC, or MAC environments.
Excellent communication Skills both verbally and written.
Experience supporting eBiz and Marketing resources from a help desk
Organized, very thorough, and methodical in their approach to problem resolution
Tenacious and willing to contact anyone at any level for a resolution
MAC certified or several years of MAC experience (AMCT Certification or similar preferred)
Preferably Casper certified
A+ or Client Certifications a plus
Experienced with Microsoft Office support in a professional environment.  (Office 2010/2013 experience required)
Experienced with Windows 7/10 support in a professional environment.
Has a solid understanding of Network infrastructure.
Experience with ticket management, ticketing queue software.
Excellent documentation skills