Narrative Description: Working in Level 1/2 support environment, the Level 2 Support Engineer is an individual that is capable of addressing a large majority of support issues raised by the Level 1 and StayinFront customers via Phone, Email, and Ticketing portal. Role & responsibilities: Resolve all Level 1/2 issues or provide a suitable workaround within a specific time period. Ensure all emails and calls are answered in a timely manner and follow up on each issue to closure. Identify the root cause of issues and data defects. Escalate issues as needed to Level 3 within a specific time period and follow up with a view to close. Ensure all tickets meet the targets for resolution, escalation, documentation, and completion. Deliver world-class support to StayinFront customers by being responsive, proactive, and professional in all interactions. Meeting SLAs and other customer satisfaction targets. Monitoring and maintaining the production environments. Daily administration and support of StayinFront applications and servers. Document and maintain all issues in the provided system for future references. Also, document FAQs, Best practice guidelines and Knowledge base articles. Follow up on and take responsibility for unresolved issues and escalations. Perform other duties as assigned. Essential Qualifications: Graduate with good knowledge on Computer Applications Essential Requirements: Outstanding organizational skills and the ability to work in a team environment. Ability to effectively prioritize and escalate customer issues as required. Ready to work flexible shifts Ability to work independently and complete assigned tasks under limited supervision. Highly self-motivated with a keen attention to detail. Strong problem-solving skills. Desirable Requirements: Strong documentation and reporting skills Multilingual communication ITIL Foundation Certification
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