L2 Technical Support Engineers are expected to act as an escalation point for all L1 Technical Support Engineers. These roles may involve providing specialized support for VIP users or high-priority contacts. The position requires periodic task list management checks to ensure timely resolution and escalation of service requests. An L2 Engineer will facilitate knowledge transfer and proactively identify training needs for L1 engineers, while also contributing to the creation of knowledge articles.
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The role involves managing a team with varying analytical abilities, supporting daily operations to meet customer SLA requirements, and ensuring productivity measures are met. The L2 Engineer will handle elevated calls, provide technical resolutions to end users through remote troubleshooting tools, and report progress to team leaders and managers regularly. Candidates must demonstrate a willingness to work in shifts.
Responsibilities:
- Provide feedback to help desk analysts regarding call maintenance, updates, and troubleshooting.
- Identify training needs and occasionally provide training for help desk analysts.
- Facilitate knowledge transfer within the group.
- Remain knowledgeable about help desk policies, procedures, standards, and documentation.
- Manage new account creation, modification, and deletion, along with supporting password resets and account unlocks.
- Log and validate all contacts in the Call Handling Database and manage all logged calls, providing regular updates to customers.
- Complete follow-on actions and invoke escalation procedures within defined time frames.
- Adhere to company policies and procedures to achieve individual and team goals.
- Protect sensitive information while complying with relevant legal requirements (licensing, copyright, and trademark).
- 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.
- Act as a coach to L1 engineers to support their development needs.
Work Conditions:
- Flexible work model prioritizing in-person collaboration for wellbeing and productivity.
- Commitment to fostering an inclusive environment for all team members.
Language Requirements:
- Excellent communication skills are required.
Note: the company does not engage in recruitment fraud and will never ask for personal information or money during the recruitment process.
