L2 Desktop Support Engineer

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)
• Handling software and hardware technical problems
• Producing tickets for any issues observed
• Handling break/fix, configuration issues, troubleshooting, software installations, and hardware repair
• Escalating to Level 3 support when necessary
• Providing customer support by resolving technical support incidents or service requests in accordance with service level agreements

Roles & Responsibilities

• Ability to work within multiple sites, including traveling to different sites as necessary
• Physically fit to work in large areas and after hours/weekends as required
• Knowledge of using ServiceNow 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, connection issues with LAN/WAN, and update tickets with accurate and timely records of work performed, and resolution details
• Maintain and contribute to a knowledge base
• Cook up 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
• Perform problem management issues
• Perform additional tasks (end user/infra related) when required
• Strong understanding and skills in SLA, KPI Management
• Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms
• Manage End User related incidents and requests
• Go to person for all plant IT related requests (Password resets, access etc. specific to plants)

Qualifications

• BACHELOR OF COMPUTER SCIENCE