L2 Technical Support Engineer_ Hardware

Job description

We are looking for an experienced L2 Technical Support Engineer_ Hardware to handle advanced technical escalations, hardware diagnostics and product-related issues. The candidate will work closely with L1 support teams, field engineers, service partners and OEM vendors to identify and resolve complex hardware issues.

Key Responsibilities

• Handle and resolve L2 technical escalations from L1 support teams.
• Perform advanced troubleshooting and diagnostics of desktops, laptops, motherboards, CPUs, RAM, SSD/HDD and networking devices.
• Diagnose hardware, BIOS and firmware-related issues.
• Analyse recurring product failures and perform Root Cause Analysis (RCA).
• Support field engineers and service partners in resolving complex technical issues.
• Coordinate with OEM/component vendors for hardware-related technical issues and resolutions.
• Support warranty and RMA cases and analyse failure patterns.
• Prepare technical reports, troubleshooting guides and Knowledge Base (KB) articles.
• Conduct technical training and knowledge-sharing sessions for L1 engineers.
• Maintain records of recurring issues and recommend corrective actions.

Required Skills

• Advanced desktop and laptop hardware troubleshooting
• Motherboard and component-level diagnostics
• BIOS / Firmware troubleshooting and upgrades
• Windows and basic Linux troubleshooting
• Root Cause Analysis (RCA)
• Warranty and RMA process knowledge
• Hardware testing and diagnostics
• Technical documentation
• Good communication and problem-solving skills