L2 Desktop Support Engineer

· 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.

· 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.