We are looking for self-driven, motivated and result oriented professional tobe part of our dynamic team as a “Support Engineer-L 2”. Details of the same have been highlighted below;

Key Responsibilities: ****

• Provide first level support through email, service portal using troubleshooting or triage documents

• Record, track, and document the details of incidents and requests in ticketing system, including troubleshooting steps and actions taken

• Identify and escalate emergent problems and major incidents via appropriate pathways based on the approved processes and procedures

• Maintain up to date knowledge of application issues and if necessary, liaise with third-party support and equipment vendors

• Perform basic level of hands-on fixes and updates

• Perform post-resolution follow-ups with end users who have logged calls.

• Collaborate with team members within the department to improve the customer experience

• Create, review and update both customer facing and IT facing knowledgebase articles and FAQs

• Participate in Incident and Problem Management activities

• Participate in continual service improvement tasks as directed by line manager

• Support the training of all new team members to the required level needed to perform the role efficiently and effectively, in hours and On-Call, if required

• Support on an on-call roster or out of hours if required

Key Specifications:

• 2+ years IT support experience, with a track record of exceptional customer service

• Completion of any degree in Information Technology

• Experience identifying and troubleshoot programming or data level application issues

• Demonstrated effective communication and interpersonal skills

• Analytical and proactive approach to support

• Understanding of ITIL concepts or its practices is an asset

Interested candidates are requested to send in their cover letter and resume clarifying their work experience and expected salary to [email protected] by January 17, 2022.