L2 Desktop Support Engineer

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Base salary range: $50,000 - $60,000 per annum.

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) and providing support for software and hardware technical problems. This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents.

Tier 2 (L2) support team handles tickets routed by L1 support or can themselves produce tickets for any issue they observe. Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). Tier 2 (L2) will sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates. Tier 2 (L2) Field Support plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1).

Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements.

• Provide Tier 2 (L2) support to customers for software and hardware technical issues.
• Troubleshoot, diagnose, and resolve incidents that cannot be resolved by Tier 1 (L1).
• Route and manage tickets from L1 support or create new tickets as needed.
• Escalate complex issues to Tier 3 when appropriate.
• Maintain service level agreements and provide timely incident resolution.

• Excellent verbal and written communication skills.
• Ability to work under pressure during critical incidents.
• Experience with software installations, hardware repair, and configuration issues.
• Knowledge of remote support tools and ticketing systems.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Information Technology
• Industries: IT Services and IT Consulting>
• Location:
  
  Glen Burnie, MD (United States)