L2 Support Engineer

Position Summary

A second-level support role involves diagnosing and resolving complex technical issues that have been escalated from the first level of support. This role requires advanced knowledge of hardware, software, and networks. Key responsibilities include advanced troubleshooting, managing escalated tickets, providing technical guidance to junior staff, and documenting solutions.

The Helpdesk Technician – Tier II plays a crucial role within the Help Desk, acting as a critical escalation point. This role is instrumental in driving operational excellence by ensuring compliance with Service Level Agreements (SLAs) and providing a high-touch customer experience. Additionally, the Helpdesk Technician – Tier II collaborates seamlessly with the Infrastructure team to optimize the end-user technology ecosystem and maintain business continuity across the company.