L2 Support

Our Client is a Financial Services Bank and is looking for an L2 Support Engineer.

In this role you this Support person will provide both technical and non-technical support for Singapore Branch users.

Ensure clear, concise, and professional communication with users, technical teams, and senior management. It requires

a balance between IT skills vs Business Soft Skills. He or she needs to be able to report information/incidents accurately to superior like the business impact, workaround measures.

- Identify opportunities to enhance Help Desk processes and workflows.

- Contribute to the development and implementation of Help Desk policies and procedures.

- Maintain detailed user request logs and create comprehensive reports for stakeholders.

- Efficiently maintain the knowledge base / FAQ to avoid dependency on L2 and L3 support teams.

- Introduce processes to consolidate and manage all the service requests flowing to IT department.

- Part of Command center team to support day1 post critical projects cutover.

- Act as a liaison between users and technical teams to facilitate smooth communication and issue resolution during solution Go Live period.

- Work closely with L3 Support & Vendors. L2 Support role will define the SLAs & ensure L3 Support/Vendors adhere to the guidelines.