Technical Support Engineer -SD

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 (e.g. Webex, LogMeIn, Bomgar)
• Knowledge on Citrix Virtual Apps, AWS technology and Desktop.
• Basic knowledge onVirtualization 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).