Job
Description
Under general supervision, follows established policies, processes, and procedures to provide technical support to end users on various products, services, and issues. Proactively troubleshoots and communicates with clients through tickets, telephone calls, in-person interactions, and email requests. Documents, tracks, and monitors client issues to ensure timely resolution. An L2 Support Engineer also monitors and performs preventative maintenance on various products, services, and data center infrastructure while tracking results, and issues, and working toward a resolution with other teams as needed. Responds to inquiries and/or provide information upon request from clients, employees, or vendors. Role & Responsibilities  Excellent communication skills – both verbal and written.  Effective listening skills.  Product support, software usage assistance & operational advice.  Problem diagnosis, root cause analysis & corrective action.  Escalation points for issues being escalated from Level 1 globally.  Handle requests presented from any customer, partner, or site worldwide.  Providing technical support product software products to external Customers.  Manage/Respond to user tickets and address the application issues.  Open to flexible work timings.  Experience in providing contact center support.  Experience utilizing call management and trouble above-averages.  Demonstrate proper phone etiquette.  Possesses strong customer relations skills.  Ability to prioritize appropriately and multi-task effectively. Competencies and Technical Skills  Excellent written and verbal communication skills for coordinating across different teams in English  Providing L2 technical support to respective L1 engineers with defined SLAs.  Monitoring and administrating network (Switches, Firewall, Routers, Wireless equipment) and server.  L2 Support for troubleshooting server hardware and Operating system-related issues.  Operating Systems Windows. Mandatory Skills  Microsoft Windows Server, all versions  Microsoft Windows 10 and 11  Microsoft 365 – Email, Intune, Teams, Sharepoint  Anti-malware software experience  Patch installation and management  Microsoft Office Products  Understanding of connectivity and WAN technologies  Basic understanding and troubleshooting for network connectivity Preferred Skills  Citrix technologies  Active Directory  Azure Active Directory  Scripting  VMware technologies Show more Show less
