L2 Technical Support

Description

Summary: We are seeking a Technical Support Engineer to provide enterprise-level assistance, diagnosing and troubleshooting software and hardware issues for customers. Highlights: 1. Diagnose and troubleshoot software and hardware issues 2. Provide prompt and accurate feedback to customers 3. Document technical knowledge in notes and manuals We are looking for a Technical Support Engineer to provide enterprise\-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. The Key Responsibilities are: * Researching and identifying solutions to software and hardware issues. * Diagnosing and troubleshooting technical issues, including account setup and network configuration. * Asking customers targeted questions to quickly understand the root of the problem. * Tracking computer system issues through to resolution, within agreed time limits. * Talking clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. * Properly escalating unresolved issues to appropriate internal teams (e.g., software engineers). * Providing prompt and accurate feedback to customers. * Referring to internal database or external resources to provide accurate tech solutions. * Ensuring all issues are properly logged. * Prioritizing and managing several open issues at one time. * Following up with clients to ensure their systems are fully functional after troubleshooting. * Preparing accurate and timely reports. * Documenting technical knowledge in the form of notes and manuals. * Maintaining jovial relationships with clients. ### **Requirements** * Bachelor’s degree in Information Technology, Computer Science or a related field. * Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus. * Proven work experience as a Technical Support Engineer, Desktop Support Engineer, Help Desk Technician or similar role (2–3 years preferred). * Hands\-on experience with Windows/Linux environments. * Good understanding of computer systems, mobile devices and other tech products. * Ability to diagnose and troubleshoot basic technical issues. * Ability to provide step\-by\-step technical help, both written and verbal. * Familiarity with remote desktop applications and help desk software (e.g., Zendesk). * Excellent problem\-solving and communication skills in English (Native level required). * Ability to work rotating shifts.