Candidatul ideal

We are looking for a L2 Technical Support Specialist to work in our team and join our world-class community of talented experts.

Position Requires:

• At least 3 years of relevant work experience in a customer service or helpdesk environment
• Strong background in networking, software and hardware
• Proficient in a ticketing system
• Tech savvy
• Good verbal and written English communication skills
• Logical and analytical thinking
• Strong problem-solving skills
• Eperience with reading and interpreting application and system logs
• Experience with reading and updating configuration files such as Json and XML
• Experience with using remote connectivity tools
• Experience with MS SQL queries is nice to have

Descrierea jobului

Job Responsibilities:

• Prioritise, schedule and escalate issues (when required) to level 3 and level 4 technical support
• Record, track and document helpdesk requests and problem-solving process
• Perform hands-on fixes at desktop level, including installing and upgrading software, implementation of file backups, configuring systems
• Follows the flow of an issue by investigating logs at local and server level to identify the root cause of an issue
• Reads configuration files such as Json and XML to identify correct configuration of software
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Remotely troubleshooting issues with software on site