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