Desktop Support - Level 2

Axius Technologies Inc.; Princeton (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading tech company located in Princeton, Indiana is looking for Field Service Deskside Engineers to provide Level 2 support for desktop environments. Responsibilities include troubleshooting hardware/software issues, documenting inquiries, and maintaining a knowledge base. Strong experience with SLA and KPI management is required. This role is essential for assisting end users effectively and performing additional tech-related tasks as necessary.

Qualifications

• Strong understanding of hardware and software support.
• Experience with SLA and KPI management.

Responsibilities

• Provide Level 2 technical assistance and support for end users.
• Analyze, resolve, and document inquiries.
• Install desktop software using approved tools.
• Troubleshoot LAN/WAN connection issues.
• Update tickets with work performed and resolution details.
• Maintain and contribute to a knowledge base.

Job description

Job Description

Field Service Deskside engineers provide Level 2 support for the desktop environment including responsibility for deployment of Desktop/Laptop and when applicable physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling

RESPONSIBILITIES

• Provide Level 2 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 software using approved tools.
• Troubleshoot 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.
• Escalate to 3rd party vendors when necessary.
• Responsible for raising and coordinating problem management issues.
• Perform additional tasks (end user/infra related) when required.
• Participate in projects.
• Strong understanding and skills in SLA, KPI Management.

Qualifications