Centraprise · 21 hours ago
L2 Desktop Support Engineer
Mansfield, MA
Full-time
Onsite
Entry, Mid LevelCentraprise is a company seeking an L2 Desktop Support Engineer. The role involves providing Tier 2 support to customers by diagnosing and resolving technical issues with hardware and software, while also ensuring effective communication with customers during critical incidents.
EmploymentRecruitingStaffing Agency
Hiring Manager
Rahul Jaiswal
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 data center/computer/server rooms which need physical handling
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) 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
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 data center/computer/server rooms which need physical handling
Company
Centraprise
Centraprise is an executive search and direct hire company.
Founded in 2010
501-1000 employees
H1B Sponsorship
Centraprise has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (16)
2023 (49)
2022 (35)
2021 (42)
2020 (125)
Funding
Current Stage
Late StageLeadership Team
Praveen Mummaneni
Chief Executive Officer
Anand Bandarupally
Managing Partner - Developing Recruitment and Business Development
Company data provided by crunchbase