Role - L2 Desktop Support Engineer

Years of Experience -: 7 Yrs

Job Description -

? 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

? L1 Printer issues, requirement to have AS400 knowledge to handle production printers

? Provide Touch Support / Smart hands Support to verify functionality or testing

? Monitors PRTG tool for plant network devices

? Coordinate with the Critical facilities team for Power related work

? Coordinate with 3rd Party vendors for installation/ fixtures for non-IT request (Henderson, OneNeck , C&W etc.)

? Vendor escort or coordination (mostly for network cab work, data center work, etc.) - (e.g., ATT, OEMs)

? Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations

? Elevated skill set up to L2.5 to provide backup support for L3 resources as needed

Must Have Technical/Functional Skill s:

· 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.

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Salary Ran ge - $60,000-$70,000 a year