Deskside L2 Support Engineer

What Working at Hexaware offers:

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles.

At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.

What would you do?

Role: Deskside L2 Support Engineer

Location: Oak Brook, IL (5 days onsite a week)

Position Overview

We are seeking a skilled and customer-focused IT Deskside Support Engineer to join our team. The ideal candidate will be responsible for providing technical support, troubleshooting hardware issues, and performing break/fix repairs on laptops and desktops. This role involves managing customer incidents, resolving technical issues, and ensuring efficient delivery service while maintaining a high level of customer satisfaction.

Key Responsibilities

• Hardware Troubleshooting and Repairs:
• Perform general hardware troubleshooting and break/fix repairs on laptops and desktops.
• Identify, prioritize, and resolve hardware-related issues efficiently.
• Incident Management:
• Coordinate, diagnose, and troubleshoot incoming customer inquiries.
• Manage the lifecycle of customer incidents, from identification to resolution/fulfillment.
• Provide timely updates on case status to customers and stakeholders.
• Customer Service:
• Implement standard operating procedures and customer service guidelines.
• Respond to and complete customer requests for services, ensuring a positive experience.
• Technical Support:
• Deliver technical support to internal desktop systems and application customers.
• Troubleshoot and resolve network-related problems as needed.
• System Maintenance:
• Perform installations, upgrades, and backups of desktop systems and applications.
• Ensure systems are maintained and functioning optimally.

Qualifications

• Proven experience in hardware troubleshooting and break/fix repairs for laptops and desktops.
• Strong diagnostic and problem-solving skills.
• Familiarity with standard operating procedures and customer service best practices.
• Experience in providing technical support for desktop systems, applications, and networks.
• Knowledge of installation, upgrade, and backup processes for IT systems.
• Excellent communication and interpersonal skills to handle customer inquiries effectively.

Preferred Skills

• Certifications such as CompTIA A , Network , or equivalent are a plus.
• Experience with ticketing systems and incident management tools.
• Ability to work independently and prioritize tasks in a fast-paced environment.

Equal Opportunities Employer:

Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.

Find out more at Hexaware.com.