L2 Technical Support Engineers
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1 Vacancy
Job Description
Job Description:
L2 Technical Support Engineers are expected to be an escalation point for all L1 Technical Support Engineers. These roles could also be directly responsible for specialized support like VIP users or P1 / P2 priority contacts etc. He / She periodically performs task list management checks to ensure timely resolution/escalation of service requests. The Level 2 is the primary facilitator of knowledge transfer and will proactively identify training requirements for L1 engineers. The Level 2 in some cases will contribute towards knowledge articles to various knowledge bases.
He / She would work with a team of varying analytical abilities and duties and map the same across to the internal process delivery. He / She will support the team on a day-day basis to consistently deliver on the SLA to the customer while meeting productivity measures and support in their development and performance enhancement. He / She would ensure all elevated calls are handled appropriately and provide technical resolution to End Users (RDM) through remote troubleshooting tools. He / She would also be to report progress to TL and Manager on an ongoing basis. He / She will be to demonstrate willingness to working in shifts.
Responsibilities
The primary responsibilities of a L2 Technical Support Engineer (which could include multiple specialized roles is mentioned below but not limited to:
Provides help desk analysts with feedback on call maintenance customer updates troubleshooting steps
Identifies training needs and occasionally provides training for help desk analysts
Aid knowledge transfer within the group
Remain well versed in help desk policies procedures standards and documentation
New account creation / modification / deletion in UAM related roles
Supporting password resets and account unlocks in roles requiring higher permission levels
Log/Validate all contacts in Call Handling Database and manage end to end all calls logged providing regular updates to customers on call status
Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate
Adhere to Policies & Procedures and work to achieve individual and team goals
Protect confidential and sensitive information and materials while observing strict compliance to licensing copyright and trademark legislation
Demonstrate competent technical skill set & hands on technical support experience
Is to be a Super User of Microsoft Office
Ability to multi-task and prioritize while being able to manage commitments / deliverables
Ability to work under tight deadlines and deliver business results
Ability to coach L1 engineers to support their development needs and help them meet their goals
Must possess Excellent Communication skills / high energy and confidence
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Employment Type
Full-Time
