L2-IT-Support Engineer

We are looking to hire a skilled L2 IT Support Engineer to assist our clients with all IT-related technical support issues. As an IT Support Engineer, you will manage Field Support Engineers and support them as and when required. You will provide effective assistance to field support, maintain strong customer relationships, and monitor workload balance for onsite engineers to ensure SLAs are met for every ticket assigned.

To ensure success as an IT Support Engineer, you should have excellent knowledge of business software, hardware systems, networking, and equipment, along with strong troubleshooting skills.

L2 - IT Support Engineer Responsibilities:

• Responsible for managing SLAs and onsite L1 Field Engineers.

• Coordinating issues internally and with vendors and onsite teams.

• Implementing workarounds to limit customer downtime and ensuring permanent solutions are later implemented.

• Participating in or organizing Technical Call Bridges to assist with diagnostics and collaborate with Field Engineers.

• Maintaining all connectivity and account details from a support perspective for efficient troubleshooting.

• Ensuring SLA compliance that exceeds customer contract expectations.

• Providing L2 support as and when required.

• Executing tasks allocated by the reporting manager in a timely manner.

• Coordinating with Field Engineers and related stakeholders to ensure all IT tickets are addressed within the agreed timeline.

• Managing the complete lifecycle of IT tickets through to closure and providing reports at agreed intervals.

• Multitasking and handling various tasks based on priority.

• Managing incidents, preparing reports, and conducting Root Cause Analysis (RCA).

• Prioritizing and managing multiple open tickets simultaneously.

• Communicating promptly, professionally, and accurately with customers, vendors, and colleagues to deliver a great experience.

• Escalating incident tickets through appropriate channels and ensuring accountability for SLA compliance.

• Interfacing with colleagues to ensure solutions meet customer requirements.

• Contributing to continuous process improvements.

IT Support Engineer Requirements:

• Bachelor’s degree or a 3-year Diploma in Hardware/Networking.

• Proven 3–4 years of core work experience as a Technical Support Engineer.

• Excellent knowledge of computer hardware, networking equipment, cabling, printers, copiers, and scanners.

• Strong time management and interpersonal skills.

• Ability to troubleshoot complex hardware and software issues.

• Excellent written and verbal communication skills.