L1/L2 Support Engineer - Operating Systems

About the Role :

We are seeking a highly skilled and experienced L1/L2 Support Freelancer to join our team. The ideal candidate will have a strong background in providing technical support for a wide range of software and hardware issues, with a proven ability to resolve complex problems.

This role requires a professional with excellent communication skills, a customer-centric mindset, and a deep understanding of IT support processes.

Responsibilities :

Level 1 Support :

- Perform initial troubleshooting to identify the root cause of issues.

- Provide prompt and professional resolution for common user problems, including password resets, account unlocks, and basic application support.

- Escalate unresolved issues to the appropriate L2 or L3 teams in a timely manner.

- Maintain detailed and accurate records of all support interactions in the ticketing system.

Level 2 Support :

- Conduct in-depth analysis and troubleshooting of complex software, hardware, and network problems.

- Collaborate with development and engineering teams to resolve bugs and system-level issues.

- Develop and document workarounds and solutions for recurring problems.

- Provide support for a variety of applications, databases, and infrastructure components.

General Duties :

- Participate in on-call rotation for after-hours support as needed.

- Provide regular updates to users on the status of their tickets.

- Identify trends and patterns in support tickets to proactively address system-wide issues.

- Assist with onboarding and training new support team members.

Qualifications :

Experience : 6-8 years of proven experience in a technical support role, with significant experience in both L1 and L2 support.

Technical Skills :

- Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow).

- Solid understanding of networking concepts (TCP/IP, DNS, DHCP).

- Familiarity with database management (e.g., SQL) and web servers.

- Experience with scripting languages (e.g., PowerShell, Python) is a plus.

- Knowledge of cloud environments (e.g., AWS, Azure, Google Cloud) is highly desirable.

Soft Skills :

- Strong analytical and problem-solving abilities.

- Ability to work independently and manage multiple priorities effectively.

- Excellent time management and organizational skills.

- A customer-focused attitude with a commitment to providing high-quality service