L2 Deskside Support Engineer

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 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 softwares using approved tools.
• Troubleshoot operating system issue. connection issues with LAN / WAN.
• Update tickets with accurate and timely records of work performed, and resolution detail
• 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 a specific technology.

Salary - $80000 to $91000