L2 Desktop Support Engineer

About the Role

This customer-facing role provides Tier 2 (L2) support by researching, diagnosing, troubleshooting, and resolving technical incidents that cannot be resolved by Tier 1 (L1). The position involves handling software and hardware issues, including break/fix, configuration, troubleshooting, software installations, and hardware repair. The L2 support team serves as the front-line interface between customers and the Product & Engineering team, operating as a second level of support after basic user-level Remote Support (L1).

Responsibilities

• Provide technical assistance and support for computer hardware, software, and end-user issues.
• 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 connection problems.
• Update tickets with accurate and timely records of work performed and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repairs and perform inventory management activities.
• Escalate issues to third-party vendors or Level 3 support when necessary.
• Raise and coordinate problem management issues.
• Provide on-site support for data center/computer/server rooms, including physical handling of equipment.
• Manage end-user incidents and requests, including password resets and access issues specific to plants.
• Perform physical activities such as lifting and moving IT equipment (over 3 lbs).
• Travel to multiple sites as required by the customer, including after-hours and weekend work.
• Follow instructions from certified technicians and project managers to troubleshoot advanced issues.
• Provide operational support for remote management, installation, and troubleshooting of data center equipment.
• Demonstrate strong understanding and skills in SLA and KPI management.

Requirements

• Bachelor of Computer Science or equivalent.
• Experience using ServiceNow as a ticketing tool.
• Ability to work under pressure during critical incidents.
• Excellent verbal and written communication skills.
• Physically fit to walk through large areas and lift/move IT equipment (over 3 lbs).
• Willingness to travel to different sites and work after hours/weekends as required.

Benefits

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

Pay

Base Salary Range: $55,000 to $65,000 per annum.