JOB                                                     :              Level 2 Technical Support Engineer

DEPARTMENT                                  :              Core Systems & Solutions

REPORTING LINES                          :              Core Systems & Solutions Manager                                      

MINIMUM QUALIFICATIONS      :              Bachelor’s degree in Information Technology, Computer                     Science, additional technical certifications(CCNA, CCNP or equivalent), or a related field (preferred)

MINIMUM EXPERIENCE:

• Proven experience in a technical support role, preferably with a focus on applications, network, and systems support in the telecommunications or internet service provider industry.
• Excellent technical knowledge and troubleshooting skills specific to applications, network, and systems-related issues.
• Strong analytical and problem-solving abilities to identify root causes and provide effective solutions specifically related to applications, network, and systems.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to customers and team members.
• Patience, empathy, and a customer-centric approach when dealing with customer inquiries and issues related to applications, network, and systems.
• Ability to work well in a fast-paced environment and handle multiple complex customer inquiries simultaneously.
• Familiarity with ticketing systems, CRM software, remote support tools, and advanced troubleshooting techniques specifically related to applications, network, and systems.
• In-depth understanding of networking concepts, internet protocols, common computer applications and software, and systems infrastructure.
• Ability to travel to customer premises for on-site field support specifically related to applications, network, and systems issues as required.
• Adaptability to changing technologies and a commitment to continuously learn and enhance technical skills specific to applications, network, and systems support.
• Ability to work independently as well as collaboratively within a team.

Core Description

As a Level 2 Technical Support Engineer, specializing in applications, network, and systems-related issues, you will be responsible for providing advanced technical support to resolve complex or escalated customer issues in these areas. Your deep technical knowledge, problem-solving abilities, and strong customer service skills will ensure effective resolution of technical problems both remotely and through on-site field support.

Responsibilities:

• Handle escalated or complex technical issues related to applications, network, and systems from the Level 1 Technical Support team and provide advanced technical assistance.
• Perform in-depth troubleshooting and analysis to identify the root cause of customer issues and provide effective solutions specifically related to applications, network, and systems.
• Collaborate with cross-functional teams, such as Technical team, Support and Maintenance team, etc to resolve complex technical issues and provide feedback on product improvements related to applications, network, and systems.
• Provide on-site field support for escalated cases specifically related to applications, network, and systems problems, coordinating with customers and dispatching field technicians as necessary.
• Conduct on-site visits to customer premises to assess technical issues related to applications, network, and systems, perform troubleshooting, and provide necessary guidance and support.
• Communicate technical information and solutions to customers in a clear and concise manner, ensuring understanding and customer satisfaction specifically related to applications, network, and systems-related problems.
• Document troubleshooting steps, resolutions, and other relevant information accurately and comprehensively in the ticketing system.
• Stay up-to-date with industry trends, new technologies, and product updates related to applications, network, and systems to provide accurate and relevant technical support.
• Contribute to the development and maintenance of technical documentation, knowledge base articles, and self-help resources specifically related to applications, network, and systems.
• Analyze customer feedback, identify trends, and make recommendations to improve products, services, and support processes related to applications, network, and systems.
• Assist in continuous improvement efforts by sharing knowledge, best practices, and providing input for process enhancements specifically related to applications, network, and systems support.
• Meet or exceed performance targets, such as average resolution time, customer satisfaction scores, and knowledge sharing metrics related to applications, network, and systems support.