L2 Support Engineer

4 weeks ago

Ahmedabad, India Hrizen techno services Full time

Description : An L2 Support Engineer also monitors and performs preventative maintenance on various products, services, and data center infrastructure while tracking results, issues, and working toward a resolution with other teams as needed. Responds to inquiries and/or provides information upon request from clients, employees, or vendors.Responsibilities : - Under general supervision, follows established policies, processes, and procedures to provide technical support to end users on various products, services, and issues.- Proactively troubleshoots and communicates with clients through tickets, telephone calls, in-person interactions, and email requests.- Documents, tracks, and monitors client issues to ensure timely resolution.- Providing L2 technical support to respective L1 engineers with defined SLAs.- Monitoring and administering the network (Switches, Firewall, Routers, Wireless equipment) and the server.- L2 Support for troubleshooting server hardware and operating system-related issues.- Operating Systems : Windows.- Product support, software usage assistance, and operational advice.- Escalation points for issues being escalated from Level 1 globally.- Handle requests presented from any customer, partner, or site worldwide.- Providing technical support product software products to external Customers.- Manage/Respond to user tickets and address the application issues.- Open to flexible work timings.Requirements : - Excellent communication skills - both verbal and written.- Effective listening skills.- Problem diagnosis, root cause analysis, and corrective action.- Experience in providing contact center support.- Experience utilizing call management and troubleshooting is above average.- Demonstrate proper phone etiquette.- Possesses strong customer relations skills.- Ability to prioritize appropriately and multitask effectively.- Competencies and Technical Skills.- Excellent written and verbal communication skills for coordinating across different teams in English.Mandatory Skills : - Microsoft Windows Server, all versions.- Microsoft Windows 10 and 11- Microsoft 365 - Email, Intune, Teams, SharePoint.- Anti-malware software experience.- Patch installation and management.- Microsoft Office Products.- Understanding of connectivity and WAN technologies.- Basic understanding and troubleshooting for network connectivity. (ref:hirist.tech)

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