L2 Desk Side SupportDealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support EngineersUse diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/softwareTroubleshoot consumer replaceable hardware, BIOS, Driver, OS, SoftwareInstalling Printer drivers, IP Printing/Cloud PrintingOneDrive Setup and migrations w/ OneNote Cloud SharingAttempt Data Recovery on failed systemsTroubleshoot Encryption issuesTroubleshoot Password issuesWindows / MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using O365Windows / Mac LAN / WAN connectivity troubleshootingReady and assist with video conferencing equipmentNetworking – Troubleshoot, cross-connects, monitor port utilization, Wireless AP swap-out, Switch Install/Swap-outTake ownership and responsibility of queries, issues and problems assigned to the Desktop Support EngineersEscalate issues and involve experts wherever required in order to resolve issues as quickly as possibleAbility to maintain composure with challenging customersCell support – tech setup/troubleshooting of cell phones (non mgmt. included)