L2 Technical Support Engineers

Job Description

L2 Technical Support Engineers are expected to be an escalation point for all L1 Technical Support Engineers. They may also provide specialized support for VIP users or P1/P2 priority contacts. The L2 periodically performs task list management checks to ensure timely resolution or escalation of service requests and serves as the primary facilitator of knowledge transfer. They may contribute to knowledge articles for various knowledge bases. The role works with a varied team, supports day to day operations to meet SLA and productivity measures, and assists in the development and performance enhancement of team members. L2s handle all elevated calls, provide technical resolution to end users via remote troubleshooting tools, report progress to Team Lead and Manager, and must be willing to work in shifts.

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.
• Assists with knowledge transfer within the group.
• Stays well versed in help desk policies, procedures, standards, and documentation.
• Creates, modifies, or deletes new accounts in UAM roles.
• Supports password resets and account unlocks for roles requiring higher permission levels.
• Logs/validates all contacts in the Call Handling Database and manages end to end calls, providing regular updates to customers on call status.
• Completes follow on actions as appropriate and invokes escalation procedures within defined timeframes.
• Adheres to policies and procedures and works to achieve individual and team goals.
• Protects confidential and sensitive information and materials while observing strict compliance with licensing, copyright, and trademark legislation.
• Demonstrates competent technical skill set and hands on technical support experience.
• Is a super user of Microsoft Office.
• Can multi task and prioritize while managing commitments and deliverables.
• Can work under tight deadlines and deliver business results.
• Coaches L1 engineers to support their development needs and help them meet their goals.
• Possesses excellent communication skills, high energy, and confidence.

Recruitment Notice

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Seniority level

Entry level

Employment type

Full time

Job function

Information Technology

Industries

IT Services and IT Consulting