L2 Desktop Support Engineer

Overview

Visa: U.S. Citizens/Green Card ONLY due to legal or government contract requirement

Full-Time Role

Must Have Technical/Functional Skills

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).

• 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 issue. 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, KPI Management.