Global Support Engineer-l2

We are looking for a service-oriented Help Desk Specialist to provide functional technical support to our user (HK/UK/US ) Countries userssupport offices efficiently and effectively. L2 - Global Technical Support Engineers are responsible for assisting regional L2 Support Teams with escalations and technical questions. They also provide technical coaching and training as things change in the environment, as well as coordinate, diagnose, and troubleshoot a wide variety of issues. As part of the duties, the L2 - Global Technical Support Engineers will need to escalate incidents appropriately to maintain the service level agreements (SLA).
- Respond in timely manner to escalated tickets from our regional support offices, based on standard or account specific SLAs
- Assist regional L1 + L2 Support Teams with escalations and technical questions
- Deep investigation of escalated tickets: Diagnose and troubleshoot end user issues and provide appropriate solution
- Provide technical guidance and mentoring to support agents
- Review tickets that have been escalated to the development department and ensure quality guidelines are in place
- Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
- Resolve Escalated tickets on high priority or severe issues to supervisor/manager
- Diagnose and troubleshoot end user issues and provide appropriate solution
- Follow-up with end users to provide status updates as per service level guidelines (SLA's)
- Provide enterprise level contact and convey resolutions to customer issues
- Follow up with regional support offices, provide feedback and see problems through to resolution
- Take ownership by coordinating the feedback to the regional support offices where analysis is required from other departments
- Supply trainings and documentation to the regional support offices
- Recommend procedure modifications or improvements
- Detect possible service interruptions to our partners and anticipate potential problems
- Work collaboratively with people across the organization
- Maintain and increase knowledge of operational procedures, products and services
- Communicate newly published knowledge base articles with both L1 and L2 Teams across the regions
- Maintain list of issues that are not currently documented within Knowledge Base.
- Create and submit for publishing knowledge base articles when issues are identified that are not already documented.

**Qualifications**:

- IT Customer Services Experience beneficial
- Must be fluent in English, additional language will be an asset
- Help Desk Experience and using ticketing systems to manage and track incidents
- Minimum 2 years work experience in Technical call centre or IT Customer Services beneficial
- Sound understanding of customer support, operations, and processed
- Strong analytical, organizational, communication and people skills
- Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
- Proficiency in Microsoft 365, AD, Domain, L3 Network issu
- Proficiency in Firewall.
- Demonstrated capability to achieve results under pressure in a fast-paced client driven environment
- Ability to adapt quickly to new technologies, products, and procedures
- Ability to work and thrive in a multi-tasked and fast-paced environment.
- Be professional, have a positive “get it done” attitude and a strong work ethic.
- CCNA / MCSC/ ITIL Service Management fluency preferred.

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**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹20,000.00 - ₹35,000.00 per month

**Benefits**:

- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Schedule:

- Rotational shift

Supplemental Pay:

- Overtime pay
- Yearly bonus

COVID-19 considerations:
were mask, keep distance maintain, place hygiene, provide sanitizer,

Ability to commute/relocate:

- Dewas, Dewas - 455001, Madhya Pradesh: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 3 years (preferred)

**Language**:

- Preferred Fluent English communication (required)

License/Certification:

- CCNA/SCSC/ITIL (preferred)

**Speak with the employer**

+91-XXXXXXXXXX