L2 Desktop Support Engineer

Overview

5 - 8 years of experience

Job Description:

• Provide Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1). This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure during critical incidents. L2 support tickets may be routed by L1 or created by L2 observations.
• Handle break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services). L2 will sometimes escalate to Level 3 depending on the issue and the Help Desk operations.
• Serve as the front-line field support interface between customers and the Product & Engineering team, providing support aligned with applicable service level agreements (SLAs).
• Ability to work across multiple sites, including the ability to travel to different sites as necessary.
• Physically able to move around large areas as required.
• Availability to work after hours and weekends if necessary or requested 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 LAN/WAN connectivity problems.
• 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 third-party vendors when necessary.
• Raise and coordinate problem management issues.
• Perform additional tasks (end-user/infra related) as required. Maintain strong understanding of SLA and KPI management.
• Provide technical support stationed at the site who can respond quickly to problems that may arise within data center / computer / server rooms requiring physical handling.
• Go to person for all plant IT-related requests (password resets, access, etc. specific to plants).
• Provide on-site, operational support for remote management, installation, and troubleshooting of data center equipment.
• Primary responsibility to manage end-user related incidents and requests.

• 5 - 8 years of experience in related roles.
• Strong verbal and written communication skills; customer-facing experience.
• Ability to work under pressure during critical incidents.
• Experience with service ticketing tooling (e.g., Service Now).
• Ability to travel to multiple sites and work after hours/weekends as required.
• Experience with hardware and software troubleshooting, installations, and basic networking (LAN/WAN).
• Ability to install and configure desktop/laptop, printers/scanners, and other peripherals.
• Strong problem management and knowledge base maintenance capabilities.

Base Salary Range: $55,000 - $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.