About the Job:
L2 Technical Support Engineers serve as an escalation point for L1 Technical Support Engineers and may provide specialized support for VIP users or prioritize P1/P2 contacts. Responsibilities include performing task management checks to ensure timely resolution and escalation of service requests. The role involves knowledge transfer, identifying training requirements, and supporting L1 engineers.
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L2 Engineers will assist in formulating knowledge articles and working with a diverse team. The position requires consistent delivery of service level agreements (SLAs), meeting productivity metrics, and reporting progress to team leads and managers. Additionally, elevated calls should be handled effectively, providing technical resolutions to end users through remote troubleshooting tools.
Responsibilities:
- Provide feedback to help desk analysts on call maintenance and troubleshooting steps.
- Identify training needs and deliver training for help desk analysts.
- Maintain an understanding of help desk policies and procedures.
- Perform account management functions such as creation, modification, and deletion within User Access Management (UAM).
- Manage password resets and account unlocks for roles requiring higher permission levels.
- Log and validate contacts in the Call Handling Database, providing regular updates to customers.
- Execute follow-on actions and escalate issues within defined time frames.
- Adhere to policies and procedures to achieve individual and team goals.
- Protect confidential information while complying with licensing, copyright, and trademark laws.
- Demonstrate technical skills with hands-on support experience.
- Be a Super User of Microsoft Office and manage multiple tasks effectively under tight deadlines.
- Coach L1 engineers to support their development needs.
Language Requirements:
Excellent communication skills are essential.
At the company, we prioritize in-person collaboration while providing flexibility for individual work styles and life circumstances. We are committed to fostering an inclusive environment where everyone can thrive.
Location: Riyadh Region
Work Conditions: Full-time, shift work required
