L2 Desktop Support Engineer

Job Description

• Provide Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) support. Must provide support for software and hardware technical problems; role is customer‑facing and requires excellent verbal and written communication skills and the ability to work under pressure during critical incidents. The Tier 2 (L2) support team handles tickets routed by L1 support or creates tickets for issues observed.
• Handle break/fix, configuration issues, software installations, hardware repair (including in‑house repair or coordinating depot services). May self‑escalate to Level 3 as needed.
• Field support interface with customers and Product & Engineering team, operating as second level after basic user‑level Remote Support.

• Work across multiple sites, including travel as required.
• Physically fit to walk through large areas.
• Work after hours and weekends if required.
• Use Service Now as the ticketing tool.
• Provide technical assistance and support, resolve problems related to 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 and connection issues with LAN/WAN.
• Update tickets with accurate and timely records of work performed and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repair.
• Perform inventory management activities with asset management and other corporate groups.
• Escalate to third‑party vendors when necessary.
• Raise and coordinate 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 to quickly respond to problems in data center/computer/server rooms requiring physical handling.
• Handle tasks related to infrastructure equipment based on instructions from remote technical assistance teams specializing in different products and categories.
• Receive instructions from certified technicians and project managers to troubleshoot advanced issues.
• Provide on‑site operational support for remote management, installation, and troubleshooting of data center equipment.
• Primary responsibility to manage end‑user related incidents and requests.
• Go to person for all plant IT related requests (password resets, access, etc. specific to plants).

Base Salary Range: $55,000 - $65,000 per annum.

• 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, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401(k) Plan, Performance Bonus, College Fund, Student Loan Refinancing.

BACHELOR OF COMPUTER SCIENCE