L2 Desktop Support Engineer

Job Description

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. The Tier 2 (L2) support team handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe.

• Provide Tier 2 (L2) support: research, diagnose, troubleshoot, and resolve incidents that cannot be resolved by Tier 1.
• Handle break/fix, configuration issues, software installations, and hardware repair (including in‑house repair or coordinating depot services).
• Escalate to Level 3 when appropriate, depending on the issue and the Help‑Desk process.
• Serve as the interface between customers and the Product & Engineering teams, resolving incidents or service requests in accordance with applicable service‑level agreements.
• Manage tickets routed by L1 support or create new tickets for issues observed.
• Travel to multiple sites as required, working after hours and on weekends if necessary.
• Use Service Now as the ticket‑tracking tool.
• Provide technical assistance and support for end‑user computer hardware and software.
• Analyze, respond to, and document end‑user inquiries.
• Install desktops, laptops, printers, scanners and peripheral software using approved tools.
• Troubleshoot operating‑system issues and LAN/WAN connection problems.
• Update tickets with accurate, timely work records and resolution details.
• Maintain and contribute to the knowledge base.
• Coordinate hardware warranty repair and inventory management activities with asset‑management and corporate groups.
• Escalate technical problems to third‑party vendors when necessary.
• Raise and coordinate problem‑management issues.
• Perform additional end‑user and infrastructure tasks as required, demonstrating strong understanding of SLA and KPI management.
• Provide front‑line technical support inside data‑center and server‑room environments, responding quickly to physical handling issues.
• Follow instructions from certified technicians and project managers for advanced troubleshooting.
• Manage end‑user incidents and requests and serve as the go‑to person for plant IT requests (password resets, access, etc.).

• Bachelor of Computer Science.
• Strong understanding of SLA and KPI management.

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

$55,000 to $65,000 Per Annum