L2 Deskside Support Engineer

Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that can not 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.

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.

● Install desktop/Laptop, printers/scanners, and other peripheral softwares using approved tools.

● Troubleshoot operating system issue. connection issues with LAN/WAN.

● Update tickets with accurate and timely records of work performed, and resolution detail

● Maintain and contribute to a knowledge base.

● Coordinate hardware warranty repair.

● Perform inventory management activities as required in coordination with asset management and other Corporate groups.

● Escalate to 3rd party vendors when necessary

● Responsible for raising and coordinating problem management issues