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 Tier 1 (L1) cannot resolve. The position involves handling software and hardware issues, including break/fix, configuration, troubleshooting, software installations, and hardware repair (in-house or via depot services). The L2 team serves as the front-line interface between customers and the Product & Engineering team, escalating to Level 3 when necessary.

Responsibilities

• Provide technical assistance and resolve problems related to computer hardware, software, and peripherals for end users.
• Analyze, resolve, respond to, and document end-user inquiries.
• Install desktops, laptops, 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 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 weighing more than 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.
• Proficiency in using ServiceNow as a ticketing tool.
• Physically fit to walk through large areas and lift/move IT equipment.
• Ability to work after hours and weekends as required by the customer.
• Excellent verbal and written communication skills.
• Ability to work under pressure during critical incidents.

Pay

Base salary range: $55,000 to $65,000 per annum.

Benefits

• Discretionary annual incentive.
• Comprehensive medical coverage: medical, health, dental, vision, and disability insurance.
• Pet insurance plans.
• Family support: maternal and parental leaves.
• Insurance options: auto, home, and identity theft protection.
• Commuter benefits and certification/training reimbursement.
• Paid time off: vacation, sick leave, and holidays.
• Legal and financial assistance: legal assistance, 401K plan, performance bonus, college fund, and student loan refinancing.