L2 Desktop Support Engineer

Job Description Provide Tier 2 (L2) support to customers, researching, diagnosing, troubleshooting, and resolving incidents that cannot be resolved by Tier 1 (L1). Support software and hardware technical problems and act as the front‑line interface between customers and the Product & Engineering team. Responsibilities Work within multiple sites, including travel as necessary. Be physically fit to walk through large areas. Work after hours and weekends if necessary. Use ServiceNow as the ticketing tool. Provide technical assistance and support, resolving problems with 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 in coordination 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) as required, with strong understanding of SLA and KPI management. Provide on‑site operational support, responding quickly to problems in data center/computer/server rooms. Handle all tasks related to infrastructure equipment based on instructions from remote technical assistance teams. 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. Assist in plant IT related requests such as password resets and access. Occasionally escalated to Level 3 support depending on the issue. Qualifications Bachelor of Computer Science. Salary Base Salary Range: $55,000 – $65,000 per annum. Benefits 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. #J-18808-Ljbffr