Technical Support Technician (L2) – OEM Equipment

About the role

The Technical Support Technician provides 24x7 L2 assistance for OEM equipment used in enterprise infrastructures. You will work closely with onsite technicians, field engineers and customers to diagnose complex hardware and software issues, restore service, and improve system reliability.

Key responsibilities

• Review OEM system logs, configurations and network topologies to identify security breaches, component failures and performance bottlenecks.
• Maintain accurate incident records, perform triage, and manage tickets to ensure timely service restoration and SLA compliance.
• Apply systematic troubleshooting methods, guide field engineers remotely, and, when required, travel to customer sites for hands‑on repairs.
• Provide clear, courteous updates to internal and external customers, addressing questions and concerns promptly.
• Collaborate with service management, sales, and parts logistics to coordinate hardware replacements and entitlement verification.
• Participate in a 24x7 on‑call rotation, delivering global technical support.

Required profile

• Proven experience as an L2 technical support engineer or similar role supporting OEM hardware.
• Strong analytical mindset with the ability to interpret complex log data.
• Excellent communication skills for remote guidance and customer interaction.
• Willingness to work on‑call shifts and travel to customer premises when needed.

Required skills

• Log analysis and interpretation
• Ticketing system usage (e.g., ServiceNow, JIRA)
• Hardware troubleshooting and repair
• Network topology knowledge
• Remote support tools and techniques