Technical Support Engineer L2

Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events, and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.

Key Responsibilities

• Support Process Management: Identify and maintain the support process, ensuring all requests for support are handled in accordance with established procedures.
• Investigation & Diagnosis: Utilize approved software and tools to investigate and diagnose issues, collect performance statistics, and generate reports while collaborating with users, team members, and vendors as needed.
• Maintenance & SLA Monitoring: Execute scheduled maintenance tasks as per defined standards, monitor service delivery against SLAs, and maintain accurate records of relevant information.
• Incident Resolution: Prioritize and diagnose incidents according to established procedures. Investigate root causes, implement resolutions, and promptly escalate unresolved incidents while following up until resolution is achieved.
• Asset Protection: Apply tools, techniques, and processes to track, log, and correct Configuration Item (CI) related information, ensuring the protection of assets from unauthorized changes or misuse.
• Stakeholder Collaboration: Provide continuous feedback to clients and stakeholders, updating all systems, portals, and ticketing tools per standard operating procedures. Collaborate with client IT teams, vendors, carriers, and colleagues to expedite diagnosis and resolution of errors and problems.

Knowledge and Attributes

• Developing knowledge of technical documentation.
• Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet, etc.
• Customer service-oriented and proactive thinking.
• Problem solver who is highly driven and self-organized.
• Good attention to detail, analytical, and logical thinking.
• Excellent spoken and written communication skills.
• Strong team player with the ability to work well in groups with colleagues and stakeholders.

Academic Qualifications and Certifications

• Education: Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
• Experience: At least 2 years of relevant working experience in a technical support role.
• Certifications: Professional-level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, Sophos.