L2 Support Engineer - Windows OS

Description :

An L2 Support Engineer also monitors and performs preventative maintenance on various products, services, and data center infrastructure while tracking results, issues, and working toward a resolution with other teams as needed. Responds to inquiries and/or provides information upon request from clients, employees, or vendors.

Responsibilities :

- Under general supervision, follows established policies, processes, and procedures to provide technical support to end users on various products, services, and issues.

- Proactively troubleshoots and communicates with clients through tickets, telephone calls, in-person interactions, and email requests.

- Documents, tracks, and monitors client issues to ensure timely resolution.

- Providing L2 technical support to respective L1 engineers with defined SLAs.

- Monitoring and administering the network (Switches, Firewall, Routers, Wireless equipment) and the server.

- L2 Support for troubleshooting server hardware and operating system-related issues.

- Operating Systems : Windows.

- Product support, software usage assistance, and operational advice.

- Escalation points for issues being escalated from Level 1 globally.

- Handle requests presented from any customer, partner, or site worldwide.

- Providing technical support product software products to external Customers.

- Manage/Respond to user tickets and address the application issues.

- Open to flexible work timings.

Requirements :

- Excellent communication skills - both verbal and written.

- Effective listening skills.

- Problem diagnosis, root cause analysis, and corrective action.

- Experience in providing contact center support.

- Experience utilizing call management and troubleshooting is above average.

- Demonstrate proper phone etiquette.

- Possesses strong customer relations skills.

- Ability to prioritize appropriately and multitask effectively.

- Competencies and Technical Skills.

- Excellent written and verbal communication skills for coordinating across different teams in English.

Mandatory Skills :

- Microsoft Windows Server, all versions.

- Microsoft Windows 10 and 11

- Microsoft 365 - Email, Intune, Teams, SharePoint.

- Anti-malware software experience.

- Patch installation and management.

- Microsoft Office Products.

- Understanding of connectivity and WAN technologies.

- Basic understanding and troubleshooting for network connectivity.