Level 2 - Tech Support Analyst
Posted on :
16-07-2024
Employer Active
1 Vacancy
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Jobs by Experience
3years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
16-07-2024
Job Description
Job Summary:
The L2 Service Desk Engineers responsibilities include resolving customer queries recommending solutions and guiding users through features and functionalities. To be successful in this role you should be an excellent communicator whos able to earn our clients trust.
- Efficiently triage incoming support requests and incidents.
- Prioritize and escalate issues based on severity and impact.
- Perform detailed and accurate troubleshooting of hardware and software issues.
- Resolve technical problems within the established service level agreements (SLAs).
- Provide clear and concise instructions to endusers for issue resolution.
- Maintain excellent communication with endusers keeping them informed of ticket status and resolution progress.
- Provide exceptional customer service to ensure a positive support experience.
- Document all support interactions troubleshooting steps and resolutions accurately.
- Contribute to the knowledge base for common issues and solutions.
- Collaborate with Level 3 support and other IT teams for complex issue resolution.
- Act as a bridge between endusers and technical teams ensuring effective communication.
Requirements
Requirements/Skills Needed:
- Bachelors degree in Computer Science Software Engineering or related field.
- Minimum 3 years of experience in a Level 2 Service Desk Support or similar role within the Australian IT. Preferably Managed Services experience (working for a company that supports multiple companies rather than working for a large organisation like Telstra)
- Proven track record of successfully resolving IT support issues.
- Proficient in troubleshooting hardware and software issues.
- Familiarity with Active Directory and group policies.
- Experience using help desk software and remote support tools.
- Experience with managing Microsoft 365 Tenants including the use of Teams OneDrive/Sharepoint & Powershell
- Experience with Networking concepts firewall management and VOIP technologies (some vendors include Sophos Ubiquiti 3CX Bitdefender)
- Excellent verbal and written communication skills.
- Ability to convey technical information clearly and understandably.
- Dedication to providing exceptional customer service.
- Ability to empathize with endusers and understand the impact of technical issues on their work.
Additional Job Details:
Setup and Location: Officebased (Ortigas Alabang Pampanga or Cebu)/Remote
Work Schedule: 9:00 AM to 6:00 PM (AEDT) 7:00 AM to 4:00 PM (PH Time)
Employment Type: Fulltime
All interviews and other hiring requirements are done virtually or through video calls or emails.
Requirements/Skills Needed: Bachelor's degree in Computer Science, Software Engineering, or related field. Minimum 3+ years of experience in a Level 2 Service Desk Support or similar role within the Australian IT. Preferably Managed Services experience (working for a company that supports multiple companies rather than working for a large organisation like Telstra) Proven track record of successfully resolving IT support issues. Proficient in troubleshooting hardware and software issues. Familiarity with Active Directory and group policies. Experience using help desk software and remote support tools. Experience with managing Microsoft 365 Tenants, including the use of Teams, OneDrive/Sharepoint & Powershell Experience with Networking concepts, firewall management and VOIP technologies (some vendors include Sophos, Ubiquiti, 3CX, Bitdefender) Excellent verbal and written communication skills. Ability to convey technical information clearly and understandably. Dedication to providing exceptional customer service. Ability to empathize with end-users and understand the impact of technical issues on their work. Additional Job Details: Set-up and Location: Office-based (Ortigas, Alabang, Pampanga, or Cebu)/Remote Work Schedule: 9:00 AM to 6:00 PM (AEDT) | 7:00 AM to 4:00 PM (PH Time) Employment Type: Full-time All interviews and other hiring requirements are done virtually or through video calls or emails.
Employment Type
Full Time
Key Skills
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