Workstation Support L2 Engineer

Key Roles & Responsibilities

DOMAIN EXPERIENCE MUST

A. Hardware Diagnostics & B2B Vendor Management

• Hardware Diagnostics: Conduct advanced L2 hardware troubleshooting for workstation motherboards, processors, high-capacity RAM modules, NVMe/SSD storage, and heavy-duty graphics cards (Nvidia A1000, Ada 5000, etc.).
• B2B Vendor Coordination: Manage hardware spare parts replacement lifecycles and coordinate directly with OEM and B2B support vendors (HP, Lenovo) for warranty claims, parts dispatch, and on-site engineering assistance.
• Spare Parts Management: Maintain spare parts inventory tracking, defective parts logging, and RMA status reports.

B. Operating System & Software Stack Troubleshooting

• Operating System Support: Install, configure, secure, and troubleshoot Windows and Linux operating systems on high-end desktop workstations, managing driver updates, kernel parameters, and system stability.
• Application & Tool Support: Provide specialized support for engineering, AI, and data science software stacks including Python environments, Machine Learning libraries (TensorFlow, PyTorch), MATLAB, and AutoCAD.
• Software Triage: Troubleshoot compilation errors, GPU acceleration issues, library dependencies, and licensing configurations for academic research software.

C. Deployment, Maintenance & User Support

• Deployment & Imaging: Perform bulk imaging, baseline software deployment, asset tagging, and configuration management for new workstation rollouts.
• L2 Incident Resolution: Handle L2 user support tickets relating to performance bottlenecks, thermal throttling, hardware upgrades, and peripheral connectivity.
• Documentation & Reporting: Maintain comprehensive configuration logs, knowledge base articles, and periodic uptime reports.

4. Required Qualifications & Technical Skills

• Education: Bachelor's Degree in Computer Science, Information Technology, Electronics, or equivalent.
• Experience: Minimum 3 to 5 years of hands-on experience in enterprise desktop/workstation support, hardware maintenance, and IT field services.
• Hardware Expertise: Strong expertise in troubleshooting high-end HP and Lenovo workstation hardware and graphics subsystems.
• Vendor Management: Proven experience working with B2B OEM support channels (HP, Lenovo direct warranty & enterprise support desks).
• OS Proficiency: Solid proficiency in Windows and Linux OS administration, boot loaders, and driver management.
• Specialized Software: Familiarity with academic/research software packages such as MATLAB, AutoCAD, Python, and Machine Learning development environments.
• Soft Skills: Excellent customer service orientation, problem-solving skills, and ability to handle technical escalation in a university environment.

5. Reporting & Work Location

• Work Location: VIT Bhopal University Campus, Madhya Pradesh (Onsite Deployment).
• Reporting To: Reporting directly to the FMS Project Manager / Service Delivery Head, Skylark Information Technologies Private Limited.