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Job Title: Level2 Technical Support Executive Face-to-Face Interview is Mandatory, Please apply only if you are willing to attend the F2F interview if shortlisted. Job Responsibilities Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks. Responsibilities - Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents. - Provides Level2 technical support to address more complex / difficult service issues. - Performs technical analysis of specific incidents and service requests, including check of ticket history. - Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment. - When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision. - Gathers recurring / systemic failure information and develops reports for management. - Provides hardware and software training and advice for less experienced team members. Required Skills - Service Desk / Technical Support experience. - Basic knowledge of - SQL - Networking - PowerShell - Command Prompt (CMD) - Computer Hardware Components - Solid troubleshooting and analytical skills. - Excellent communication skills in local language and English (written and verbal). Technical Skills Required - Windows Administration - Windows 10/11 troubleshooting. - User profile management. - Event Viewer analysis. - Services management. - System performance troubleshooting. - Office 365 application support. - Active Directory - User and group management. - Password reset and account unlock activities. - Domain join/domain rejoin processes. - Group Policy (GPO) basics. - Trust relationship error troubleshooting. - User authentication and login troubleshooting. - Networking Fundamentals Strong understanding of: - DNS, DHCP, TCP/IP fundamentals - Proxy Servers, VPN connectivity - IP conflict troubleshooting - Remote Support & Infrastructure - Remote Desktop Protocol (RDP) - Jump Server concepts - Remote Support Tools - Basic Server Connectivity Troubleshooting - Scripting & Command Line - PowerShell basics - CMD commands - Automation/Scripting fundamentals - Database Skills - Basic SQL knowledge - Query execution and data validation - Hardware Support - Desktop/Laptop hardware troubleshooting - Components identification and replacement guidance - Printer and peripheral support Qualifications - Graduate degree or equivalent work experience. - 2-6 years of relevant experience in Service Desk Support or Technical Support. - Needs to work in 24/7 Rotational Shift. - 5Days Work From Office Model. Job Title: Level2 Technical Support Executive Face-to-Face Interview is Mandatory, Please apply only if you are willing to attend the F2F interview if shortlisted. Job Responsibilities Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks. Responsibilities - Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents. - Provides Level2 technical support to address more complex / difficult service issues. - Performs technical analysis of specific incidents and service requests, including check of ticket history. - Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment. - When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision. - Gathers recurring / systemic failure information and develops reports for management. - Provides hardware and software training and advice for less experienced team members. Required Skills - Service Desk / Technical Support experience. - Basic knowledge of - SQL - Networking - PowerShell - Command Prompt (CMD) - Computer Hardware Components - Solid troubleshooting and analytical skills. - Excellent communication skills in local language and English (written and verbal). Technical Skills Required - Windows Administration - Windows 10/11 troubleshooting. - User profile management. - Event Viewer
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