Technical Support Engineer L2

Job Title: Technical Support Engineer (L2)

Job Summary

The Technical Support Engineer (L2) is a developing engineering role within the region. This position is responsible for providing professional remote technical support services to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, the role restores service to clients by driving incidents to an effective resolution and ensuring all requests, process events, and resolution incidents result in zero missed service level agreement (SLA) conditions.

Key Responsibilities

• Identify, investigate, and maintain the support process; ensure all requests for support are handled in accordance with established procedures.
• Utilize approved software and tools to investigate and diagnose issues, collect performance statistics, and generate reports, collaborating with users, team members, and vendors as needed.
• Execute scheduled maintenance tasks according to defined standards.
• Ensure effective use of knowledge articles for incident diagnosis and resolution; assist in updating them when required.
• Perform tasks to monitor service delivery against Service Level Agreements (SLAs) and maintain accurate records of relevant information.
• Prioritize and diagnose incidents per established procedures.
• Investigate root causes of incidents and implement resolutions.
• Escalate unresolved incidents promptly and follow up until resolution is achieved.
• Provide service recovery and ensure proper documentation and closure of resolved incidents in line with agreed procedures.
• Apply tools, techniques, and processes to track, log, and correct configuration item (CI) related information; ensure protection of assets from unauthorized changes or misuse.
• Conduct remote investigations to identify root causes of incidents; assist in implementing agreed remedies and preventive measures.
• Ensure efficient and comprehensive resolution of incidents, including coordinating product requests and collaborating with team members.
• Provide continuous feedback to clients and stakeholders; update all systems, portals, and ticketing tools per standard operating procedures.
• Collaborate with all stakeholders—including client IT teams, vendors, carriers, and colleagues—to expedite diagnosis and resolution of errors and problems.

Qualifications

Knowledge and Attributes

• 2 years relevant working experience in a technical support role.
• Developing knowledge of technical documentation.
• Knowledge of vendor technologies such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet, etc.
• Customer service oriented with proactive thinking.
• Problem solver who is highly driven and self-organized.
• Good attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in groups with colleagues and stakeholders.
• Soft skills: customer service, communication skills.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
• Professional level certification in different networking technologies such as Cisco, Microsoft, Fortigate, Sophos.