We are looking for a Level 2 Service Desk Technician(s) who provide advanced remote support for SG users, focusing on incident resolution and complex service requests. They act as a reinforcement to Level 1 teams and support business applications, ensuring continuity of service and user satisfaction. They also assist engineering teams during deployment phases and software update rollouts.
Key Responsibilities
- Handle Level 2 incidents and service requests escalated from Level 1 teams
- Provide remote support for business applications and workstation environments
- Diagnose and resolve complex technical issues methodically and efficiently
- Collaborate with engineering teams during deployments and updates
- Ensure compliance with SG procedures and prioritization rules based on impact
- Act as a facilitator between support groups to accelerate ticket resolution
- Escalate critical issues directly to SG BDMs or management via dedicated channels
- Maintain documentation and contribute to knowledge base updates
Required Skills and Qualifications
- Minimum 2 years of experience in IT support or a diploma (Bac +2 or equivalent) in computer science
- Technical certification relevant to the environment (e.g., Microsoft, Cisco, ITIL)
- Strong understanding of operating systems and enterprise software
- Solid experience in diagnosing and resolving complex technical issues
- Familiarity with ITIL processes (incident and problem management)
Knowledge of:
- o Operating systems (Windows, Linux)
- o Network fundamentals (TCP/IP, DNS, DHCP)
- o VLAN and VPN management
- o Virtualization technologies
- o IT security principles
- o Monitoring and supervision tools
- o Cloud environments
