L2 Desktop Support Engineer

Job Description Provide Tier2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier1 (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 Tier2 (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 Level3 as needed. Field support interface with customers and Product & Engineering team, operating as second level after basic user‑level Remote Support. Important Responsibilities Work across multiple sites, including travel as required. Physically fit to walk through large areas. Work after hours and weekends if required. Use ServiceNow 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). Salary Base Salary Range: $55,000 - $65,000 per annum. 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, 401(k) Plan, Performance Bonus, College Fund, Student Loan Refinancing. Mandate BACHELOR OF COMPUTER SCIENCE #J-18808-Ljbffr