Support Engineer L2

Job DescriptionJob Description

Aegis Solutions are seeking a detail-oriented, hands-on Hardware Support Engineer to join our Third-Party Maintenance (TPM) team. In this role, you will be the primary technical point of contact for clients, delivering expert support for a wide variety of hardware across multiple vendor brands. You will be responsible for diagnosing, repairing, and maintaining server, storage, and networking hardware, acting as a cost-effective alternative to OEM support. The ideal candidate will have strong troubleshooting skills, a customer-first mindset, and the ability to work independently to resolve hardware failures within strict service-level agreements (SLAs).

Key Responsibilities

• Hardware Support & Repairs: Perform remote diagnostics, troubleshooting, server, storage, and networking hardware (e.g., DELL, EMC, NetApp, HPE, Etc.).
• Co-Ordinate Field Service Technicians: Book, and assist Field Service Technicians on Field repairs, walking them through the replacement of parts, gathering logs and capturing any information that might be required to resolve the case.
• Help Desk & Ticket Management: Act as the first point of contact, logging and tracking hardware support requests via our Salesforce ticketing system, ensuring timely resolutions and adherence to SLAs.
• Field Support (If Applicable): Travel to client sites to install, configure, and troubleshoot hardware, including "rack-and-stack" operations in data centers.
• Parts Management: Manage on-site spare parts inventory and coordinate with logistics teams for the quick shipment of components to minimize client downtime.
• Documentation: Maintain accurate records of all hardware repairs, service actions, and inventory changes.
• Customer Communication: Provide clear, professional updates to customers, explaining technical issues and resolutions effectively.
• Support Hours: This is a Hybrid role with a minimum of 3 days per week in the office. Aegis has a "Follow the Sun" Support model which requires 3 shifts and a transfer of responsibilities between shifts.

Qualifications and Skills

• Experience: 2 - 4 years of experience in hardware support, Third Party Maintenance roles.
• Technical Proficiency: Hands-on experience troubleshooting and repairing server, storage, and networking hardware (CPUs, motherboards, hard drives, RAM, routers, switches, Drive Replacements, PSU Replacements).
• Certifications: OEM-specific certifications but not required.
• Ticketing Systems: Experience using Salesforce for logging and tracking support requests.

Customer Service: Excellent interpersonal skills with the ability to work independently and under pressure to meet strict SLAs.