Job Summary:
The Service Desk Agent Tier 2 is the second level of support and is responsible for in depth review of client reported and/or proactively found issues as a technical subject matter expert. The NOC Agent – Tier 2 will respond to client concerns and issues via phone and email, while working to make sure that the issues are resolved within Client Service Level Agreements. They will perform system diagnostics, problem identification and incident resolution in a proactive & reactive call center setting.

Primary Duties and Responsibilities:

Receive and track technical escalations from Tier 1 agents and determine required next steps for resolution.
Provide second Tier of support for Clients, Technicians and subcontractors to identify, diagnose, and resolve incidents.
Provide technical subject matter expertise for high profile clients that require a full understanding of their site(s)
Provide content submissions for service Knowledge Base based on known issues, troubleshooting tips, etc.
Complete technician site visit checkout activities via phone




Provide detailed wrap up report to clients after remote session or technician onsite visit.
Provide overflow support for Tier 1 agents.
Ability to be on call periodically for overnight/weekend coverage.
Proactive monitoring of client Networks across multiple platforms.
Follow change management process to ensure the Asset Management database is up to date.
Review programming support requests to verify scope and validity prior to submitting to Tech Ops for support.
Recommend parts for replacement and scope of work statements for field service technicians.
Perform thorough root cause analysis where required
Perform and log system checks for specified client networks on a recurring basis.
Adhere to all departmental and company-wide guidelines, practices, policies and procedures.
Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information.
Work with NOC Tier 1 A

📌 Service Desk Tier 2-Bengaluru, KA
🏢 Diversified.
📍 Bengaluru