L2-Technical Support Engineer

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Job Responsibilities

• Deliver a client-focused service experience for technology user queries received via phone, email, or ticketing tools in a professional and timely manner while maintaining high standards of verbal communication.
• Serve as the first point of contact for clients seeking technical assistance through various communication channels.
• Follow best practice ticket management processes, ensuring timely updates and resolution in accordance with service levels.
• Guide customers through the problem-solving process remotely.
• Escalate unresolved issues to the appropriate support level.
• Provide accurate information on IT products and services, documenting events and solutions in logs.
• Follow up with customers regarding support status and maintain records in the ITIL tool.
• Relay customer feedback or suggestions to the relevant internal teams.
• Identify and suggest improvements to procedures.

Skills Required

• Good communication and time-management skills.
• Hands-on experience in desktop support.
• Proven experience as a Support Engineer or in a similar customer support role.
• Strong experience with Office 365 and other IT peripherals.
• Ability to work under pressure and prioritize tasks based on urgency.
• Willingness to learn new skills and technologies.
• Critical thinking and problem-solving skills.
• Degree in Information Technology, Computer Science, or a related field.
• Experience with any ITIL tool is a plus.

• Availability to work in shifts as per business requirements.