What are the responsibilities and job description for the L2/L3 Desktop Support Engineer position at Centraprise?
L2/L3 Desktop Support Engineer
Georgetown, KY / HUNTSVILLE, AL
Full-Time
Job Description:
- 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 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 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.
