L2 Desktop Support Engineer

Overview

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Responsibilities

• 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 issues, and LAN / WAN connection issues.
• 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.
• Raise and coordinate problem management issues.
• Perform additional tasks (end user / infra related) with strong understanding of SLA and KPI management.
• Provide technical support stationed at the site who can respond to problems within data center / computer / server rooms which may require physical handling.
• Provide on-site, operational support for remote management, installation and troubleshooting of data center equipment.
• Manage End User related incidents and requests; act as go-to person for plant IT related requests (password resets, access, etc.).

Requirements / Qualifications

Salary and Location

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

Location : Dallas, TX

Employment type

Seniority level

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