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Support Technician - Level 2
Ref No.: 20-00618
Location: San Jose, California
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The ideal candidate for this Level 2 Support Tech position will have experience supporting desktop users and acting as an escalation point for all troubleshooting requests that are beyond the capability of the lower tiered support staff. In addition to handling all escalated troubleshooting / support duties as a Technician, they will also be tasked to run standard reports on a weekly basis and provide ongoing support to employees by installing, maintaining, and repairing all company hardware and software – this includes troubleshooting PC / laptop (hardware / software), determining problem source, and then providing the most appropriate action plans for future reference. They will also complete project-based work and will report to the customer end user Support Manager directly.
Primary Responsibilities:
  • Work with MDT images and deployment tools
  • Monitor computer hardware performance and diagnose problems on both Windows and Mac platforms
  • Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive
  • Run standard reports on a regular basis
  • Set up new configurations of equipment
  • Adjust, repair, and replace worn or defective parts
  • Install and configure software applications
  • Troubleshoot and repair software applications and OS related problems
  • Track and route problems and requests, and document resolutions
  • Clean computer hardware according to manufacturers' specifications
  • Perform testing of equipment that has been repaired prior to returning the equipment to the user
Core Client Hardware and Software Environment:

Various PC & laptop systems including Dell Optiplex desktops, Lenovo Thinkpad laptops, Microsoft Windows 2010 / 2007 / 7 OS, Microsoft Office365, SAP, McAfee AV, Cisco VPN, Adobe Acrobat, Skype.

Knowledge and Skill Requirements:
  • Advanced knowledge of installation and operation of relevant software, hardware, and other equipment
  • Knowledge of relevant call tracking applications
  • Knowledge and experience of customer service practices
  • 5-7 years of related experience and training
  • A+ certification a plus
  • Microsoft MCP a plus

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit