L2 Desktop Support Engineer

Location: Buffalo

Job Description Must Have Technical / Functional Skills

• 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), including software and hardware technical problems.
• Level 2 generally handles break/fix incidents, configuration issues, troubleshooting, software installations, and hardware repair, including in-house repair or coordination with depot services. Tier 2 may elevate to Level 3 based on issue complexity and Help Desk procedures.
• Tier 2 Field Support serves as the front-line interface between the customer and the Product & Engineering team and operates as the second level of support after user-level Remote Support (L1). The primary responsibility is to resolve technical support incidents and service requests in accordance with applicable service level agreements.

Roles & Responsibilities

• Ability to work across multiple sites, including travel to different sites as required by the customer.
• Ability to navigate large facilities and perform site support activities as required.
• Ability to work after hours and weekends when required by the customer.
• Knowledge of Service Now as a ticketing tool.
• Provide technical assistance and support and resolve end-user computer hardware and software issues.
• Analyze, resolve, respond to, and document end-user inquiries.
• Install desktops, laptops, printers, scanners, and other peripheral software using approved tools.
• Troubleshoot operating system issues and LAN/WAN connectivity issues.
• Update tickets with accurate and timely records of work performed and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repairs.
• Perform inventory management activities in coordination with asset management and other corporate groups.
• Escalate to third-party vendors when necessary.
• Raise and coordinate problem management issues.
• Perform additional end-user or infrastructure-related tasks when required. Demonstrate a strong understanding of SLA and KPI management.
• Provide on-site technical support and respond quickly to issues within data centers, computer rooms, or server rooms that require physical handling.
• Perform assigned support tasks under guidance when specialized certification is not required.
• Handle infrastructure equipment tasks based on instructions from remote technical assistance teams specializing in relevant 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.
• Manage end-user-related incidents and requests as a primary responsibility.
• Serve as the primary contact for plant IT requests, including password resets and plant-specific access requests.
• Ability to safely lift and move IT equipment as required for the role, with or without reasonable a ccommodation.
• Work schedule:
  
  Sunday through Thursday, 10:00 PM to 6:30 AM Eastern Time

Salary Range

Salary Range: $55,000 - $65,000 per year

TCS Employee Benefits Summary

• 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, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location

Buffalo, WV

Function

TECHNOLOGY

Role

Engineer

435224

Skills

Desktop

Salary Range

$55,000 - $65,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE