Desktop Support Engineer

Job Description

Role: L2 Desktop Support Engineer

Location: Portland, OR

Job Type: Full Time

Job Description

Must Have Technical/Functional Skills

• 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 dat a 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).

Base Salary Range: $50,000 - $60,000 per annum

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.