L2 Support Engineer - ManageEngine Desktop Central OpManager Plus AD Self Service Plus

Overview:

Key Responsibilities:

• Provide technical support and expertise for ManageEngine Desktop Central OpManager Plus and AD Self Service Plus
• Diagnose and resolve customer reported issues and inquiries in a timely and efficient manner
• Collaborate with L1 support and development teams to escalate and resolve complex technical issues
• Conduct advanced troubleshooting and analysis to identify root causes of technical problems
• Assist in the testing and validation of new product releases and patches
• Deliver highquality customer service and maintain strong customer relationships
• Contribute to technical documentation and knowledge base articles
• Participate in oncall rotation and afterhours support as needed
• Assist in the training and mentoring of L1 support engineers
• Stay updated on product features industry trends and best practices

Required Qualifications:

• Bachelors degree in Computer Science Information Technology or related field
• 2 years of experience in providing technical support for ManageEngine products (Desktop Central OpManager Plus AD Self Service Plus)
• Proficiency in Windows and Linux operating systems
• Deep understanding of networking concepts and protocols
• Strong knowledge of troubleshooting methodologies and tools
• Excellent problemsolving and analytical skills
• Ability to prioritize and manage multiple tasks in a fastpaced environment
• Effective communication and interpersonal skills
• Experience in creating technical documentation and knowledge base articles
• Certifications such as MCSE CCNA or equivalent are a plus

troubleshooting,networking,customer support,technical documentation