L2 Desktop Support Engineer

About the position

The position involves providing technical assistance and support for end users, primarily in a data center or computer/server room environment. The role requires the ability to work across multiple sites, including traveling to different locations as necessary to meet customer needs. The technician will be responsible for resolving issues related to computer hardware and software, analyzing and documenting end user inquiries, and maintaining a knowledge base. The technician will also coordinate hardware warranty repairs and manage inventory activities in collaboration with asset management and other corporate groups. This role may require working after hours and on weekends, depending on customer requirements.

Responsibilities

• Provide technical assistance and support for end users related to computer hardware and software.
• 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 activities.
• Perform inventory management activities in coordination with asset management and other corporate groups.
• Escalate issues to 3rd party vendors when necessary.
• Raise and coordinate problem management issues as required.
• Perform additional end user or infrastructure-related tasks when required.
• Provide on-site operational support for remote management, installation, and troubleshooting of data center equipment.

Requirements

• Ability to work within multiple sites and travel as necessary.
• Physically fit to walk through large areas.
• Knowledge of using ServiceNow as a ticketing tool.
• Strong understanding and skills in SLA and KPI management.

Nice-to-haves

• Ability to work after hours and weekends if necessary or required by the customer.
• Can handle all tasks related to infrastructure equipment based on instructions from a remote technical assistance team.