Customer Support L2

Description

The primary responsibility of L2 support is to handle basic queries and resolve software and hardware related issues. These could include software installations, bug reporting and general troubleshooting.

Requirements

• Education: University of Technical specialization.
• Certifications needed:
• Experience:
• 3 years - customer support.
• Internal IT.
• Technical position.
• Knowledge of Microsoft Windows OS (Windows 10 & Windows 11).
• Basic network understanding, tracing TCP/UDP traffic via network tools is advantage (Wireshark, TCP/UDP View, telnet, ping).
• Microsoft Office.
• Skills:
• English - Upper intermediate (B2) - written and spoken.
• Excellent communication skills.
• Proactive, problem solving and solution seeking attitude.
• Willingness to learn.

Responsibilities

• Technical and application support for customers and regional teams within projects.
• Design and integration of technical and software solutions for the customer.
• Communication with the customer and technical support of the customer when using VISSIM software in English.
• Diagnosis and troubleshooting by testing the VISSIM software.
• Deployment and maintenance of systems.
• Active cooperation with the R&D department (communication of customer requirements, eg addition of new functionality or completion of new software options).
• Management and creation of technical documentation for projects.
• Cooperation on international projects and travel.
• Implementation of internal /external training on products, technical services, technologies and trends.
• 24/7 emergency operation (active / passive service).
• IP protocols - WAN, LAN, VLAN, SDH - advanced level.
• For designing and integrating technical software solutions at the customer's site.
• For deploying and maintenance of Vissim solutions.
• For diagnosing and resolving faults in customers.
• For keeping and creating technical documentation.
• For bugs reporting and following communication with R&D.
• For the implementation and provision of training for customers.
• For the quality and full performance of work resulting from the job position.
• For compliance with the company's internal guidelines and rules.