Level2 Technical Support Executive

• Receives incident/service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical support to address more complex/difficult service issues.
• Performs technical analysis of specific incidents and service requests, including a check of ticket history.
• Leverages the corporate knowledge base, log files, and journal data to analyze failures and guide customers through incident resolution steps, including remote access to the customer environment.
• When remote resolution is unsuccessful, provide information, including spare part recommendations, to assist field service technicians with on-site service provision.
• Gathers recurring/systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.

• Provide global support for customer scheduled deployment, installation, and configuration.

   

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.
• Basic Knowledge on SQL, Networking, Power shell, CMD and computer hardware components.