L2 Desktop Support Engineer

Job Description

• Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents.
  
  The Tier 2 (L2) support team handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe
• Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). Tier 2 (L2) will sometimes elevate to Level 3, depending on the issue and the way the Help Desk operates
• Tier 2 (L2) Field Support plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements
• Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer
• Physically fit to walk through large areas
• Ability to work after hours and weekends if necessary or required by the customer
• Knowledge of using Service Now as the ticketing tool
• Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users
• Analyze, resolve, respond to, and document end user inquiries
• Install desktop/laptop, printers/scanners, and other peripheral software using approved tools
• Troubleshoot Operating System issues and connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed and resolution details
• Maintain and contribute to a knowledge base
• Coordinate hardware warranty repair
• Perform inventory management activities as required in coordination with asset management and other corporate groups
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Perform additional tasks (end user/infra related) when required; strong understanding and skills in SLA and KPI management
• Provide technical support stationed at the site who can quickly respond to problems that may arise within data center, computer, or server rooms that need physical handling
• In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in specific technology
• Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories
• Receives instructions from certified technicians and project managers to troubleshoot advanced issues
• Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment
• Primary responsibility to manage end user related incidents and requests
• Go-to person for all plant IT related requests (password resets, access, etc. specific to plants)

$55,000 to $65,000 Per Annum

• Discretionary Annual Incentive
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
• Family Support:
  Maternal & Parental Leaves
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing

BACHELOR OF COMPUTER SCIENCE