Job Details - Second Level Support
Provide advanced technical support for customers, handling more complex issues that require a deeper understanding of the systems. Work closely with the first-level support team and other departments to ensure timely resolution of escalated issues and improve customer satisfaction.
Your Responsibilities
- Handle escalated technical issues from first-level support, ensuring prompt resolution.
- Diagnose and troubleshoot complex technical issues related to hardware, software, and network environments.
- Collaborate with product and engineering teams to identify root causes and develop solutions for recurring technical issues.
- Document resolutions and updates in the ticketing system, ensuring detailed case history for future reference.
- Provide guidance and mentorship to the first-level support team, helping them grow their technical expertise.
- Test and validate fixes or updates to software and hardware systems before rolling out solutions to customers.
- Continuously improve support processes by identifying gaps, suggesting improvements, and implementing best practices.
Job Requirements
- Proven experience in a second-level support or similar role, handling complex technical issues.
- In-depth knowledge of troubleshooting processes for software, hardware, and networking problems.
- Excellent communication skills, both verbal and written, to explain technical concepts to customers and colleagues.
- Experience using ticketing systems (e.g., Zendesk, Jira) to track and manage support requests.
- Ability to collaborate effectively with cross-functional teams, including product, engineering, and QA teams.
Skills & Experience
- At least 3 years of experience in second-level support, IT administration, or related technical roles.
- Solid understanding of IT infrastructure, networking, and operating systems (Windows, Linux, macOS).
- Experience with diagnosing and solving complex software and hardware issues.
- Strong organizational skills with the ability to manage multiple cases simultaneously and prioritize based on urgency.
- Familiarity with remote troubleshooting tools and techniques for resolving customer issues.