Level 2 Service Desk Engineer
Posted on :
19-07-2024
Employer Active
1 Vacancy
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Jobs by Experience
3years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
19-07-2024
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 including answering phone calls to the helpdesk.
- 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.
- Update system documentation as required.
- 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 Managed Services.
- 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 the basics of managing Microsoft 365 Tenants.
- 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.
Performance Goals:
- Respond to all customerlogged service tickets within the timeframes specified in the relevant Service Level
- Agreement (SLA).
- All service ticket updates and timesheet entries to be completed in a timely manner preferably in real time.
- Maintain a productivity rate of 80% or higher.
- Maintain a personal CSAT score of 90% or higher.
Additional Job Details:
Setup and Location: Officebased (Ortigas Alabang Pampanga or Cebu)
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 Managed Services. 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 the basics of managing Microsoft 365 Tenants. 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. Performance Goals: Respond to all customer-logged service tickets within the timeframes specified in the relevant Service Level Agreement (SLA). All service ticket updates and timesheet entries to be completed in a timely manner, preferably in real time. Maintain a productivity rate of 80% or higher. Maintain a personal CSAT score of 90% or higher. Additional Job Details: Set-up and Location: Office-based (Ortigas, Alabang, Pampanga, or Cebu) 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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