2nd-Line Desktop Support Technician (Hardware)

Resource Logistics Inc.; Midland (TX); On-site; USD 47,000 - 69,000; Full time

Job summary

Resource Logistics Inc. is seeking an On-Site Support Analyst to provide second-line investigation and diagnosis after the Service Desk, resolve and close incidents and requests within procedures and timelines, and perform hardware repairs and upgrades on-site.

The role requires clear communication with customers on incident progress and updating tickets until resolution. You will also conduct customer satisfaction callbacks and surveys, complete GET IT training for On-Site Support Analysts, and

Responsibilities

• Provide second-line investigation and diagnosis after Service Desk
• Resolve and close incidents and service requests as per procedures and allocated timelines
• Perform hardware repair and upgrades
• Escalate unresolved incidents and service requests within agreed timescales
• Log incident and service request details per help desk procedures
• Communicate with customer regarding incident progress
• Ensure tickets are always updated until issues are resolved
• Conduct customer satisfaction callbacks and surveys
• Complete GET IT training for On-Site Support Analysts
• Comply with Quality, Health, Safety and Environment policies and IT policies
• Liaise with customers, other IT support groups and third-party providers when necessary

Job description

Resource Logistics Inc. is seeking an On-Site Support Analyst to provide second-line investigation and diagnosis after the Service Desk, resolve and close incidents and requests within procedures and timelines, and perform hardware repairs and upgrades on-site.

The role requires clear communication with customers on incident progress and updating tickets until resolution. You will also conduct customer satisfaction callbacks and surveys, complete GET IT training for On-Site Support Analysts, and