L2 Support Engineer
Posted Updated
Description
Narrative Description:
• Working in Level 1/2 support environment, the Level 2 Support Engineer is an individual that is capable of addressing a large majority of support issues raised by the Level 1 and StayinFront customers via Phone, Email and the Ticketing Portal.
Responsibilities:
• Resolve all Level 1/2 issues or provide a suitable workaround within a specific time period. Ensure all emails and calls are answered in a timely manner and follow up on each issue to closure.
• Identify the root cause of issues and data defects.
• Escalate issues as needed to Level 3 within a specific time period and follow up with a view to close.
• Ensure all tickets meet the resolution, escalation, documentation and completion targets.
• Deliver world class support to StayinFront customers by being responsive, proactive and professional in all interactions.
• Meeting SLAs and other customer satisfaction targets.
• Monitoring and maintaining the production environments.
• Daily administration and support of StayinFront applications and servers.
• Document and maintain all issues in the provided system for future references. Also, document FAQs, Best practice guidelines and Knowledge base articles.
• Follow up on and take responsibility for unresolved issues and escalations.
• Perform other duties as assigned.
• Able to work in rotational shifts.
Essential Qualifications:
• Tertiary graduate.
• 2+ years of prior experience working in a support environment.
• Proven analysis, troubleshooting and problem solving expertise.
• Ability to multi-task and perform effectively under pressure.
• Excellent written and verbal communication skills.
Essential Requirements:
• Outstanding organizational skills and the ability to work in a team environment.
• Ability to effectively prioritize and escalate customer issues as required.
• Ready to work flexible shifts
• Ability to work independently and complete assigned tasks under limited supervision.
• Highly self-motivated with a keen attention to detail.
• Strong problem-solving skills.
Desirable Requirements:
• Knowledge of VBScript, SQL,
• Working knowledge of VMWare, HP Quality Centre, and all Microsoft Operating systems.
• Ability to install and configure applications on Microsoft environments.
• An understanding of network technology.
• Good documentation skills.