Stanley David and Associates ยท 11 hours ago
L2 Desktop Support Engineer
Princeton, IN
Full-time
Onsite
New Grad, Entry Level
$51K/yr - $65K/yrStanley David and Associates is seeking an L2 Desktop Support Engineer to provide Tier 2 support to customers. The role involves troubleshooting and resolving technical issues related to hardware and software, ensuring excellent customer service and communication throughout the process.
Human ResourcesInformation TechnologyService Industry
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
Qualification
Required
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)
Providing support for software and hardware technical problems
Excellent verbal and written communication skills
Ability to work under pressure when customers are experiencing critical incidents
Handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe
Handles break/fix, configuration issues, troubleshooting, software installations, hardware repair
Ability to escalate to Level 3, depending on the issue and the way the Help Desk operates
Provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements
Ability to work within multiple sites
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
Troubleshoot 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
Benefits
401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Relocation assistance
Vision insurance
Company
Stanley David and Associates
Stanley David And Associates is a provider of IT and Engineering recruitment services.
Founded in 2010
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase