L2 Technical Support Engineers serve as an escalation point for all L1 Technical Support Engineers. These roles are often responsible for specialized support for VIP users or P1/P2 priority contacts. The L2 Engineers periodically perform task list management checks to ensure timely resolution and escalation of service requests. They play a key role in knowledge transfer and proactively identify training requirements for L1 engineers, contributing to knowledge articles for various knowledge bases.
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The L2 Engineer will work with a diverse team, mapping duties to internal process delivery while consistently meeting customer SLA and productivity measures. Responsibilities include providing technical resolution to end users through remote troubleshooting tools, handling elevated calls properly, and reporting progress to team leaders and managers.
Responsibilities:
- Provide feedback to help desk analysts on call maintenance, customer updates, and troubleshooting steps.
- Identify training needs for help desk analysts and occasionally provide training.
- Facilitate knowledge transfer within the group.
- Stay informed about help desk policies, procedures, standards, and documentation.
- Manage new account creation, modification, and deletion in roles related to User Account Management (UAM).
- Support password resets and account unlocks requiring higher permission levels.
- Log and validate all contacts in the Call Handling Database, providing regular updates on call statuses.
- Complete follow-on actions and invoke escalation procedures within defined time frames.
- Adhere to policies and procedures to achieve individual and team goals.
- Protect confidential information while observing compliance with licensing, copyright, and trademark legislation.
- Demonstrate competent technical skills and hands-on technical support experience.
- Be a Super User of Microsoft Office.
- Ability to multi-task, prioritize, and manage deliverables under tight deadlines.
- Coach L1 engineers to support their development needs and help achieve their goals.
Language Requirements: Excellent Communication skills are essential.
At DXC Technology, connections and community are key to success. The work model emphasizes in-person collaboration with flexibility for individual work styles and life circumstances, fostering an inclusive environment where everyone can thrive.
