L2 Deskside Support Engineer

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 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 softwares using approved tools.
• Troubleshoot operating system issue. connection issues with LAN / WAN.
• 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
• 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.
• In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.
• Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize 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).
• Handles all User related IT requests (IMAC, Break fix, Refresh .
• Responsible for managing IT Assets, Inventory and Stock Room management.
• Responsible for Asset tagging, Inventory update in CMDB.
• Handheld scanners / High-jump scanners config and support.
• Responsible for Preventive maintenance checks on all handhelds (scanners etc).
• Radio configuration & support.
• Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds,
• Responsible for in scope Production devices installation, reset, adding to network nal systems, Handhelds
• Thin client configuration and support, Apps on iPads.
• Responsible for Printer Coordination Services and single point of contact to handle.
• L1 Printer issues, requirement to have AS400 knowledge to handle production printers.
• Provide Touch Support / Smart hands Support to verify functionality or testing
• Monitors PRTG tool for plant network devices.
• Coordinate with the Critical facilities team for Power related work.
• Coordinate with 3rd Party vendors for installation / fixtures for non-IT request (Henderson, OneNeck , C&W .
• Vendor escort or co ordination (mostly for network cab work, data center work, - (., ATT, OEMs).
• Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations.
• Elevated skill set up to L2.5 to provide backup support for L3 resources as needed