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L2 Onsite Senior Technician

Austin, Texas eBay
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L2 Onsite Senior Technician

The L2 Onsite Senior Technician should assist the day to day operations of the onsite support team. They should be an escalation point and provide guidance while maintaining the highest level of customer service and attention to detail.

Responsibilities:

  • Assist with day to day operations in both Lounge and Service Requests including working Service Requests
  • Support of remote work from home users through various support channels
  • Identify knowledge gaps and bring to attention of their manager
  • Perform asset management tasks, inventory, audits and disposals at their site
  • Mentor junior technicians
  • Monitor support queue tickets daily – identify gaps and escalate to manager
  • Support the Knowledge base and ensure articles are accurate and update or create as requirements or process change
  • Support video and teleconference technology, printers and various brands of hardware (Windows and Mac)
  • Monitor and remediate client health (SCCM, Anti-virus and related)
  • Support remote based employees in and out of same country
  • Enable accurate procurement request and inventory management including auditing and reporting
  • Assist in projects for expansion and mergers and acquisitions
  • Accurately update and close tickets on time and within service levels
  • Provide timely updates to our customers and tickets
  • Setup and Removal of hardware and software
  • Closely monitor support dashboards
  • Other duties as assigned

Requirements:

  • Associate degree or 2 years of equivalent experience
  • 2 years minim customer service background
  • Must be able to be on-call up to 7 days at a time (24x7)
  • Technical support background
  • Clear written and verbal communication skills
  • Proficient with Windows and Mac hardware and operating systems – Unix\Linux a plus
  • Organized and time-management
  • Ability to multi-task
  • Must lift up to 50lbs
  • Flexible schedule
  • Knowledge of performance metrics
  • Travel as needed (up to 25%)

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eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

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