We are seeking a skilled and proactive Level 2 Technical Support Engineer to join our dynamic support team. The ideal candidate will be responsible for providing end-user support, network support, and troubleshooting services. This role requires spending 3 days a week at the client’s site, ensuring timely and effective resolution of technical issues, and 2 days in our office, where you will assist with escalations, documentation, and further technical support tasks.
Key Responsibilities:
- End-User Support:
- Provide technical assistance to end-users at the client site and in the office, resolving hardware, software, and peripheral issues.
- Troubleshoot and resolve issues related to operating systems (Windows, macOS), software applications, and mobile devices.
- Assist users with account setups, password resets, and access permissions.
- Network Support:
- Monitor, maintain, and troubleshoot network infrastructure, including LAN/WAN, VPN, and wireless networks.
- Collaborate with the network team to diagnose and resolve network connectivity issues, ensuring minimal downtime.
- Troubleshooting:
- Analyze and resolve Level 2 technical issues escalated from Level 1 support, ensuring a timely and accurate resolution.
- Identify recurring issues and work on long-term solutions, escalating to Level 3 or specialized teams when necessary.
- Document all incidents, resolutions, and updates in the ticketing system.
- Client-Site Support:
- Work closely with the client's IT team to understand their technical environment and provide tailored support solutions.
- Maintain a high level of customer satisfaction by delivering excellent on-site support and managing client expectations.
- Provide regular updates and reports on support activities at the client site.
- In-Office Support:
- Collaborate with the internal IT team to manage support requests from office staff and remote workers.
Qualifications:
- Education & Experience:
- Diploma/Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- 2+ years of experience in technical support, with at least 1 year in a Level 2 support role.
- Technical Skills:
- Strong knowledge of Windows and macOS operating systems, software applications, and mobile device management.
- Proficiency in network protocols, including TCP/IP, DNS, DHCP, and VPN technologies.
- Experience with troubleshooting and resolving hardware issues on desktops, laptops, and peripherals.
- Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Jira).
Interested parties, please email to [email protected]
Karin Yong
Registration: R22108239
EA Licence: 01C3135
