Trainer Job Description

We are looking for a dedicated Help Desk Technician to provide technical support and assistance to end-users. The role involves troubleshooting hardware, software, and network issues, ensuring minimal downtime, and delivering excellent customer service. Depending on level (L1/L2/L3), responsibilities will vary from basic issue resolution to advanced troubleshooting and escalation.

?? Responsibilities

Level 1 (L1):

Act as the first point of contact for user support requests.
Respond to queries via phone, email, or ticketing system.
Troubleshoot basic hardware/software issues (password resets, printer issues, system access).
Log and track all incidents, ensuring timely resolution or escalation.

Level 2 (L2):

Handle escalated tickets from L1 with deeper technical troubleshooting.
Support desktop applications, operating systems, and network connectivity issues.
Install, configure, and maintain software, hardware, and peripherals.
Coordinate with vendors and internal IT teams for advanced fixes.

Level 3 (L3):

Provide expert-level troubleshooting for complex technical issues.
Manage server, network, and system-level incidents.
Implement long-term solutions and preventive measures.
Support IT infrastructure upgrades, migrations, and advanced integrations.
Mentor and guide L1/L2 technicians.

?? Skills & Qualifications

Bachelor’s degree in IT, Computer Science, or equivalent experience.
Proven experience as a Help Desk Technician or IT Support role.
Strong knowledge of Windows/Linux/Mac OS.
Familiarity with Active Directory, Office 365, and ticketing systems (ServiceNow, JIRA, etc.).
Basic networking knowledge (TCP/IP, DNS, VPN, DHCP).
Excellent communication and problem-solving skills.

Additional (Good to Have):

IT certifications (CompTIA A+, Network+, Microsoft, ITIL).
Knowledge of cloud environments (AWS/Azure/GCP).
Experience with endpoint security tools and remote desktop support.

Skills required for Trainer

Additional Information

Job Type:	IT Job
Work Authorization:	US Citizen, Green Card, L2
Employment:	W2-Permanent, W2-Contract, Full Time
Functional Area:	IT Software
No. of Job Openings:	5
Company Address:	California, USA
Job Location:	New York, NY
Gender:	Any
Qualification:	Graduate
Industry:	IT Software / Services
Language:	English