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Job Title:

Level 3 Support Technician

Job Location:

Hauppauge, NY

Job Category

Information Technology

Employment Type

Full-Time

Job Description

We are seeking a Level 3 Support Technician who will be responsible for resolving L3 related issues for DRP’s client base. Support requests range from printer/copier Helpdesk calls to hardware, software, and network related calls. Our support technicians are responsible for both telephone and field calls dispatched from both our Hauppauge and/or NYC offices. We expect our technicians to have completed assorted techniques to resolve issues and arrive at conclusions before escalation.

Responsibilities for Level III Engineer- Field Services and Remote Support:

• Provide desktop technician support to all clients, while responding to the Level I, II and III service ticket requests and problems
• Document client issues and progress, assess, resolve and/or escalate issues as appropriate
• Contact third-party vendors for warranty service repair
• Communicate with senior management for all issues that cannot be resolved
• Perform general break/fix and preventative maintenance functions as necessary either in-house or onsite at the customer’s location
• Open, track, escalate and resolve each assigned ticket in our in-house problem ticketing system
• Ability to identify, diagnose and resolve first level problems for end-users of their workstations, laptops, printers and mobile devices either in-house or onsite at the customer’s location
• Install and configure computer hardware operating systems and applications
• Perform Client VPN setup and troubleshooting
• Perform network and connectivity troubleshooting either in-house or onsite at the customer’s location
• Perform other duties as assigned

Background Needed:

• Bachelors Degree, Technical Degree or equivalent work experience preferred
• 3+ years providing end-user support for current PC desktop, application software and user server administration
• 3+ years troubleshooting and repairing personal computers in a corporate networked environment
• 2+ years of financial industry experience, specifically within a private equity firm or hedge fund is preferred
• 2+ years providing white glove IT support
• Strong communication/interpersonal skills, both written, verbal and excellent telephone manner
• Working collaboratively and cohesively in a team environment is critical to this role
• Excellent attention to detail and multi-tasking ability
• Excellent problem solver; able to prioritize and coordinate between tasks
• Travel locally throughout Long Island, but NYC and Westchester may be required

Technical Experience:

• Mail Application/Exchange/Office 365 issues
• In depth knowledge of various operating systems (Mac-OS, Windows)
• Installing and configuring computer hardware operating systems and applications
• Active Directory – account creation/modification and password resets
• Basic Microsoft Office products (Outlook, Excel, Word, PowerPoint)
• Microsoft Office Suite 2007 and beyond
• Experience with anti-virus technologies and troubleshooting
• Client VPN setup and troubleshooting
• Network and connectivity setup and troubleshooting

DRP Solutions Equal Opportunity Employer

Hiring Company Description

DRP offers office technology solutions for all size businesses from start-ups to enterprise. Whether you’re a small architect firm in need of a wide format printer to 1,000 employee manufacturing plant with virtual desktops, DRP is here to assist and cultivate a partnership through strategic planning and budgeting.

Our goal is to put you at ease by ensuring secure business continuity and making sure your business initiatives are not being slowed down by your technology. We want to collectively protect your bottom line and this planet by offering solutions that will help you run more energy efficient & reduce waste all while lowering costs. Talk about going green!

Your success is important to us. By architecting creative solutions using technology to keep your company on pace for your projected growth, your success becomes our success. That is why we consider this a partnership.

It’s not just technology we install, it’s also heart. We are DRP Solutions…Tech & Soul!

If you would like to apply to this position, please submit the career interest form and email your resume, LinkedIn profile and cover letter to [email protected].