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 : San Antonio TX and Kansas


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.


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


Full Name:


Current Location/Zip:


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Current Rate/Salary:


Expected Base Salary:


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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:


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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: