As an L1/L2 support engineer, you will be responsible for troubleshooting and resolving technical issues for end-users and customers. You will provide level 1 and level 2 support for hardware and software problems, including diagnosing issues, implementing solutions, and escalating more complex issues to higher-level support teams when necessary. Additionally, you will be responsible for documenting support procedures, maintaining knowledge bases, and providing excellent customer service throughout the support process.
This role requires robust technical skills, problem-solving abilities, and excellent communication skills to effectively assist users and ensure a positive support experience.
- Provide first level technical support for end users across various platforms
- Troubleshoot and resolve hardware and software issues
- Escalate complex problems to Level 2 support engineers
- Document all support tickets and resolutions in ticketing system
- Assist with network configuration and maintenance
- Install and upgrade software applications for users
- Conduct system backups and ensure data integrity
- Collaborate with IT team to implement new technologies
- Train users on best practices and procedures
- Maintain up-to-date knowledge of industry trends and technologies.