L2 Remote Support Associate

Your tasks

Responsibilities:

• LS2 support technicians have a deeper understanding of the supported systems, software, and technologies.
• LS2 support is an escalation point for L1 or LS1.5 support. When an issue exceeds the capabilities or knowledge of L1 or LS1.5 technicians, it is escalated to LS2 support for further analysis and resolution.
• LS2 support is responsible for resolving escalated incidents and service requests that require specialized knowledge or access to advanced tools and resources. They may work closely with LS1 and LS1.5 support technicians, end-users, and other support teams to provide effective solutions, including Sensitives Environments needing an on-site expertise.
• LS2 support technicians contribute to the documentation and knowledge base by recording resolutions, troubleshooting steps, and best practices. This helps in building a repository of knowledge for future reference and enables LS1 and LS1.5 technicians to handle similar issues independently.
• LS2 support technicians may provide guidance, training, and mentoring to LS1 and LS1.5 support technicians. They share their expertise and assist them in developing the skills of junior team members.

Technical Work:

Hardware Provisioning and Deployment

• Configuration, and deployment of hardware devices, including desktops, laptops, and servers.
• Define hardware requirements, provide necessary information for device procurement, and request specific configurations.

Operating System Installation and Configuration

• Installation and configuration of the operating system on hardware devices, ensuring compatibility and adherence to security standards.
• Define operating system requirements, provide licensing information, and specify configuration preferences.

Support and Troubleshooting

• Utilize SCCM or Bomgar for remote support, enabling technicians to connect to hardware devices for troubleshooting, diagnostics, and issue resolution. In the case of Sensitives Environments, an on-site support and troubleshooting from LS2 team may be necessary.
• Report hardware-related incidents, provide necessary device information, and participate in remote support sessions.

Asset and Inventory Management

• Maintain an inventory of hardware devices, track their lifecycle, and manage asset information, including hardware specifications and warranties.
• Provide accurate asset information, report changes in hardware inventory, and participate in hardware audits.

Incident and Problem Management

• Resolution of hardware-related incidents and problems, coordination with third-party vendors for hardware repairs and replacements.
• Report hardware incidents and problems, provide necessary device information, and participate in troubleshooting.

Reporting and Analytics

• Generation of standard service reports and analytics related to hardware inventory, device performance, and compliance with maintenance and patching.
• Access and review reports, provide feedback on reporting requirements, and utilize analytics for decision-making.

PC & OS Support and Troubleshooting

• Support of all software and tools in the organization as well as support for deployment of updates.