L2 Technical Support Engineers

L2 Technical Support Engineers are expected to serve as an escalation point for all L1 Technical Support Engineers. These roles may also involve specialized support for VIP users or priority contacts. Key responsibilities include task list management checks to ensure timely resolution and escalation of service requests, providing technical resolutions to end users via remote troubleshooting tools, and facilitating knowledge transfer within the team. L2 engineers should proactively identify training needs for L1 engineers and support their development.

Responsibilities:

• Provide feedback to help desk analysts on call maintenance and troubleshooting steps.
• Identify training needs and occasionally provide training to help desk analysts.
• Aid knowledge transfer within the group and remain well-versed in help desk policies and procedures.
• Log/Validate all contacts in Call Handling Database, managing end-to-end calls logged and providing regular updates to customers.
• Complete follow-on actions and invoke Escalation Procedures within defined time frames.
• Adhere to Policies & Procedures to achieve individual and team goals while protecting confidential information.
• Demonstrate competent technical skills and hands-on technical support experience.
• Utilize Microsoft Office proficiently and manage multiple tasks effectively under tight deadlines.
• Coach L1 engineers to support their development needs.

Requirements:

• Excellent communication skills with a high level of energy and confidence.
• Must be a Super User of Microsoft Office.
• Ability to multi-task and prioritize effectively.

Language Requirements:

• Proficiency in English is expected.

At DXC Technology, we prioritize in-person collaboration while offering flexibility to support wellbeing and productivity, fostering an inclusive environment where everyone can thrive.