Support engineer • long beach ca
Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that can not be resolved by Tier 1 (L1) and providing support ...Show more
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Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that can not be resolved by Tier 1 (L1) and providing support ...Show more
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The average salary range is between $ 70,000 and $ 168,200 year , with the average salary hovering around $ 95,067 year .
The average salary range is between $ 55,489 and $ 121,898 year , with the average salary hovering around $ 77,510 year .
Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that can not 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.
●Installdesktop/Laptop, printers/scanners, and other peripheral softwares usingapproved tools.
●Troubleshootoperating system issue. connection issues with LAN/WAN.
●Update ticketswith accurate and timely records of work performed, and resolution detail
●Maintain andcontribute to a knowledge base.
●Coordinatehardware warranty repair.
●Perform inventorymanagement activities as required in coordination with asset management andother Corporate groups.
●Escalate to 3rdparty vendors when necessary
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