Job Description

Role: L2 Technical Support Engineer

Who are we looking for?

Level 2 Technical Support Engineer

Years of experience needed – 0 - 2 years.

Technical Skills:

 Hands-on experience with Windows /Mac OS environments

 Excellent problem-solving and communication skills

 Hands-on experience with Windows /Mac OS environments

 Good understanding of computer systems, mobile devices, and other tech products

 Familiarity with remote desktop applications and help desk software (eg. WebEx, Logmein, Bomgar)

 Knowledge on Citrix Virtual Apps, AWS technology and Desktop.

 Basic knowledge on Virtualization technology.

 Graduate 1+ years of relevant experience.

Management Skills:

 Knowledge on Ticketing tools (e.g ServiceNow, RemedyForce)

 Familiar to the Citrix, AWS environment

 Aware of ITSM Process (Incident management)

 Inbound calls taking

 Talk to End Users through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.

 Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)

 Prioritize and manage several open issues at one time.

 Document technical knowledge in the form of notes and manuals.

 Refer to internal database or external resources to provide accurate tech solutions.

Behavioral Skills :

 Ability to diagnose and troubleshoot basic technical issues.

 Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role

 Provide prompt and accurate feedback to customers.

 Ensure all issues are properly logged.

Certification:

 MCSE, CCA, ITIL foundation is an added advantage (not mandatory).