Trainee L2 Support Engineer

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