Technical Support - L2

We are seeking a highly skilled and motivated Technical Support L2 professional to join our dynamic team .This role is integral to ensuring our customers receive top-tier technical assistance for a wide range of telecommunications products and services. The successful candidate will be tasked with diagnosing and resolving technical issues escalated from Level 1 support, collaborating closely with network engineers and other technical staff to provide comprehensive solutions. As a Technical Support L2, you will demonstrate a deep understanding of telecommunications systems and protocols, allowing you to effectively address customer inquiries and concerns. This position requires exceptional problem-solving abilities, strong communication skills, and a commitment to delivering the highest level of customer satisfaction.

Responsibilities

• Provide advanced technical support for telecommunications products and services to customers and field technicians.
• Diagnose and resolve complex telecommunication issues escalated from Level 1 support.
• Document technical issues and solutions in the ticketing system for tracking and reporting purposes.
• Collaborate with engineering and operations teams to identify and implement solutions to recurring problems.
• Provide training and guidance to Level 1 support staff in troubleshooting techniques and processes.
• Conduct regular follow-ups with customers to ensure their issues are resolved satisfactorily and to maintain a positive customer experience.
• Participate in the development and updating of support documentation and knowledge base articles to enhance team efficiency.

Requirements

• Bachelor's degree in a related field or equivalent work experience in telecommunications or technical support.
• Minimum 2 yr of experience in a technical support role, preferably at Level 2, within the telecommunications industry.
• Strong understanding of telecommunications systems, protocols, and network configurations.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional communication skills, both verbal and written, to interact effectively with customers and team members.
• Ability to work independently as well as collaboratively in a team environment.
• Familiarity with ticketing systems and remote support tools to efficiently manage customer inquiries.