L2 Desktop Support Engineer

Hello


Greetings!!!


This is Sakshi from Jconnect INC . Below is the requirement with my client. Please let me know if you are available for this role.

Title: L2 Desktop Support Engineer


Location : Kansas City, MO


Duration: Fulltime

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) 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


Roles & Responsibilities
• Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
• Physically fit to walk through large areas
• Ability to work after hours and weekends if necessary or required by the customer.
• Knowledge of using ServiceNow as the ticketing tool.
• Provide technical assistance and support, and resolve problems related to the 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 issue. 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 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
• Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
• Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
• In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in specific technology.
• Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories.
• Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
• Provide on-site, operational support service 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).



If you are interested, please send me your updated resume ASAP with below details :


Full Name:


Current Location/Zip:


Contact Number:


E-Mail Id:


Alternate Email Id:


Visa/Work Permit Status:


Current Rate/Salary:


Expected Base Salary:


Notice Period/Availability to Start:


Skype ID:


Willingness to relocate to job location:


Any Relocation Concern (family/house/weather):


Current/Previous Employer Name:


Preferred Interview timings (Specify Time zone):


Any other job opportunity in process & at which stage:


Overall Experience Summary:


LinkedIn URL:


Looking forward for your response..

Thanks and Regards,

Sakshi Tripathi


Jconnect Infotech Inc.


168 Barclay Center Ste. 347,


Cherry Hill, NJ 08034


Email: View email address on click.appcast.io


LinkedIn ID:

The contents of this email message and any attachments are intended solely for the addressee(s) and may contain confidential and/or privileged information and may be legally protected from disclosure. If you are not the intended recipient of this message or their agent, or if this message has been addressed to you in error, please immediately alert the sender by reply email and then delete this message and any attachments. If you are not the intended recipient, you are hereby notified that any use, dissemination, copying, or storage of this message or its attachments is strictly prohibited.