About this role
Job description
- Excellent verbal and written communication skills, with a neutral accent and no Mother Tongue Influence (MTI).
- Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues.
- Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.
- Diagnose, troubleshoot, and resolve incidents independently using advanced analytical and remote troubleshooting techniques within defined SLAs.
- Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication.
- Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents.
- Escalate complex or unresolved issues to appropriate support teams, ensuring complete documentation and effective coordination until resolution.
- Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles, and ensure compliance with ITIL processes and organizational standards.
- Drive continuous service improvement by identifying process gaps, recommending enhancements, mentoring L1 engineers,
Preferred Skills: Microsoft 365, Windows 10/11, Active Directory/Azure AD, VPN, Networking Fundamentals (DNS, DHCP, TCP/IP), ServiceNow/ITSM tools, and basic ITIL knowledge.