L2 Technical Support Engineers are expected to serve as an escalation point for all L1 Technical Support Engineers. This role may involve specialized support for VIP users or designated P1/P2 priority contacts. Responsibilities include performing task list management checks to ensure timely resolution and escalation of service requests. L2 Engineers will facilitate knowledge transfer and identify training requirements for L1 engineers. They are expected to contribute to knowledge articles and work collaboratively within a team to ensure compliance with service level agreements (SLAs) and productivity measures.
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Key responsibilities include:
- Providing feedback to help desk analysts and assisting with call maintenance and customer updates.
- Identifying training needs and providing training for help desk analysts.
- Supporting user account management including creation, modification, and deletion.
- Managing password resets and account unlocks for higher permission roles.
- Logging all contact in the Call Handling Database and managing communications with customers regarding call status.
- Adhering to policies and procedures while maintaining confidentiality and compliance.
- Demonstrating technical skillset and providing hands-on technical support.
- Coaching L1 engineers to support their development.
Candidates should possess excellent communication skills, a high energy level, and the ability to work under tight deadlines while managing multiple commitments. Candidates must demonstrate a willingness to work in shifts and possess excellent communication skills.
