L2 Desktop Support Engineer

Responsible for

• Providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents.
• Handling software and hardware technical problems, including break/fix, configuration issues, troubleshooting, software installations, and hardware repair.
• Escalating complex issues to Level 3 support as needed.
• Field support role, interfacing between customers and Product & Engineering teams.

Roles & Responsibilities

• Ability to work within multiple sites, including traveling to different locations.
• Physically fit to perform tasks in large areas, including walking and lifting up to 3 lbs.
• Available to work after hours and weekends as needed.
• Knowledge of using ServiceNow as the ticketing tool.
• Provide technical assistance and support, 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.
• Maintain and contribute to a knowledge base, coordinate hardware warranty repairs, perform inventory management activities.
• Escalate to third-party vendors when necessary.
• Perform problem management and manage incident response.
• Handle advanced issues based on instructions from remote technical assistance teams.
• Provide on-site, operational support for remote management, installation, and troubleshooting of data center equipment.
• Manage end-user related incidents and requests, serve as the primary point of contact for plant IT-related requests.

Qualifications

• Bachelor of Computer Science