L2 Desktop Support Engineer

L2 Desktop Support Engineer

Location: Kansas City, MO/ Glenburnie, MD

Duration: Full Time

Job Description:

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).