Technical Support Engineer L2
2 weeks ago
Role Accountabilities
Handle and resolve support tickets from ticketing systems escalated by L1 points of contactProvide phone and email support, or remote assistance, to all clientsProactively stay up to date with all the latest technologies concerning Coates products and the underlying technologiesUpdate and work-assigned cases in a timely manner adhering to the SLAMaintain strong customer rapport and excellent, timely communicationLiaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are metTroubleshoot, respond and resolve software/hardware issues within defined SLA.Address and resolve support tickets from our ticketing system.Provide basic network supportHardware configuration and installation of software.Interact with the Project Manager and Support Lead for tickets that require escalation.Perform basic L2 troubleshooting and liaising with the onsite techniciansSetting and preparation for newly introduced stores.Verification and maintenance of small devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.Timely escalation of technical issues to L3 Support engineerRole Requirements
Comfortable working on a rotational shift pattern, including night shifts.Basic knowledge in IT systems, networking or hardwareBasic knowledge in a Linux (especially Ubuntu) environmentGood to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)Understanding of server-client architectureStrong knowledge of Microsoft PowerPoint and Excel is an added advantageDegree in IT ( BCA/MCA/Engineering or equivalent qualification)Excellent Communication skillsJoin a Crew that CaresBe part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).The benefits include an annual market competitive bonus program and our "Thrive Program" which includes a suite of flexible work options because we're strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a "Give Back Day" to allow our Crew an opportunity to make an impact in the community.-
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