L2 Technical Support Engineer

L2 Technical Support Engineers are expected to be an escalation point for all L1 Technical Support Engineers. These roles could also be directly responsible for specialized support like VIP users or P1 / P2 priority contacts. They periodically perform task list management checks to ensure timely resolution or escalation of service requests.

Responsibilities

• Provides help desk analysts with feedback on call maintenance, customer updates, and troubleshooting steps.
• Identifies training needs and occasionally provides training for help desk analysts.
• Aids knowledge transfer within the group.
• Remains well versed in help desk policies, procedures, standards, and documentation.
• Handles new account creation, modification, and deletion in UAM related roles.
• Supports password resets and account unlocks in roles requiring higher permission levels.
• Logs and validates all contacts in the Call Handling Database and manages end-to-end all calls logged, providing regular updates to customers on call status.
• Completes follow-on actions as appropriate and invokes escalation procedures within defined time frames.
• Adheres to policies and procedures and works to achieve individual and team goals.
• Protects confidential and sensitive information while observing strict compliance to licensing, copyright, and trademark legislation.
• Demonstrates a competent technical skill set and hands-on technical support experience.
• Is required to be a Super User of Microsoft Office.
• Ability to multi-task and prioritize while managing commitments and deliverables.
• Ability to work under tight deadlines and deliver business results.
• Ability to coach L1 engineers to support their development needs and help them meet their goals.
• Must possess excellent communication skills, high energy, and confidence.

Work Conditions
Must demonstrate willingness to work in shifts.