Exp- 2yrs - 5yrs
Language: Proficient in English & (Read + Write + Speak)
Job Title: L1 and L2 Support Engineer
Job Description:
We are seeking an experienced and dedicated L1 and L2 Support Engineer to join our team. This role involves providing high-quality technical support to end users and the SD L1 team through various communication channels, including phone, email, chat, and web.
Key Responsibilities:
Provide L1 and L2 Support:- Respond to support queries via phone, email, chat, and web from end users or SD L1 team members.
- Resolve issues efficiently, ensuring minimal downtime for users.
Customer Service Excellence:- Maintain a high degree of customer service for all support queries.
- Adhere to service management principles, ensuring prompt and accurate responses to user inquiries.
Ownership of User Issues:- Take ownership of user problems and proactively address issues.
- Follow up on unresolved issues to ensure customer satisfaction.
Call-Backs & Requests:- Perform call-backs for customer cases where they are unreachable and for any customer requests.
- Proactively manage user expectations and timelines.
Trend Identification & Reporting:- Identify trends in calls and tickets and highlight them to Team Leads (TL) or Service Leads (SL) for confirmation of outages or escalations.
Ticket Management:- Create child tickets and associate them with problem tickets for tracking.
- Ensure proper categorization and priority for each ticket.
Resolution Confirmation:- Call back the user to confirm resolution when applicable, ensuring the user's issue has been fully addressed.
Troubleshooting:- Troubleshoot a variety of technical issues, including but not limited to:
- Outlook email issues, MS Office Suite, WebEx, Cisco AnyConnect VPN, browsers (Chrome, Safari, IE, Firefox), and other software applications as defined in the scope document and Statement of Work (SOW).
- Active Directory, O365, VPN, Skype, Printer issues, etc.
Remote Support:- Provide remote assistance for handling emails and service requests using remote support tools.
L1 and L2 Technical Support:- Assist with resolving technical issues that fall outside the scope of L1 support or those requiring further escalation to L2.
Team Collaboration & Knowledge Sharing:- Participate in team discussions regarding technical and process updates.
- Contribute to training sessions, ensuring teams are up-to-date on technical and process knowledge.
Helpdesk Experience (Preferred):- Previous experience in a helpdesk or voice support environment is preferred.
- Excellent telephone manner and customer service skills.
Use of Call Logging Software:- Experience in using call logging software, such as ServiceNow, to log, track, and close tickets efficiently.
Operating System and Software Knowledge:- Strong understanding of Windows 10 and higher operating systems.
- Knowledge of macOS is a plus.
Software and Hardware Configuration/Support:- Assist in configuring and troubleshooting both software and hardware issues, ensuring users are supported effectively.
ServiceNow Experience:- Experience working with ServiceNow or other ticketing systems to log, track, and manage tickets.
Willingness to Work in a 24/7 Support Environment:- Willingness to work in a dynamic, 24x7 support environment, including weekends and holidays, ensuring coverage at all times.
Key Skills:
- Troubleshooting: Advanced troubleshooting skills for a wide variety of technical issues (e.g., O365, VPN, Skype, Active Directory).
- Customer Service: Strong customer service skills, with the ability to handle calls professionally and effectively.
- Technical Support: Proven experience in providing both L1 and L2 support, with expertise in IT environments and tools.
- Operating Systems & Software: Proficient in Windows OS (Windows 10 and above) and macOS (preferred but not essential).
- ServiceNow: Experience in using ServiceNow or similar ticket management systems to track and close issues efficiently.
- Communication Skills: Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
Qualifications:
- Previous experience in a helpdesk or voice support environment is preferred.
- Strong technical troubleshooting skills.
- Ability to work independently and in a team environment.
- Willingness to work flexible hours, including weekends and holidays, in a 24/7 support setting.
