Technical Support Engineer (Level2)

• Respond to technical support requests and manage the tickets, ensuring timely response and resolution of issues. 
• Basic log analysis and troubleshooting through Database 
• Conduct advanced troubleshooting of server and network infrastructure issues. 
• Conduct thorough investigations and analysis of recurring technical problems. 
• Pushing matters through to resolution in a support context 
• Mentor junior team members and share knowledge to enhance team performance. 
• Suggest improvements to reduce future support tickets. 
• Communicate effectively with users to understand and address their needs. 
• Analyze and troubleshoot common customer issues. 
• Escalate complex problems to higher-level support teams. 
• Help maintain internal documentation, including updating runbooks and knowledge base articles. 
• Learn and apply new IT skills under the guidance of senior staff and shadow senior team members to gain hands-on experience. 
• Engage in continuous training and development activities. Participate in internal training sessions to enhance technical knowledge. 

• 2+years in a technical support or IT support role 
• A degree or commercial experience in Information Technology, Computer Science, or related field. 
• Proven commercial experience of at least 1+ year with one or few technologies, like networking, HTML/CSS , APIs, SQL or other 
• Basic knowledge of server hardware, software, and operating systems. 
• Understanding of ITIL principles and practices. 
• Has a good command of Incident Management 
• Proven experience in troubleshooting and problem resolution. Ability to analyze complex technical issues 
• Experience with IT support flows and escalation processes 
• Experience with help desk software like Atlassian (Jira, Confluence), Zendesk, Freshdesk, ServiceNow etc. 
• Ability to work independently and manage multiple tasks. 
• Good analytical and problem-solving skills. 
• Good time management and prioritization skills. 
• Strong communication and customer service skills. 
• Eagerness to help and provide service to users. 
• Stress-resilient, capable of handling customer queries calmly. 
• Excellent communication skills, including fluency in English. 
• An enthusiastic attitude towards learning new technologies and methodologies 
• Able to adapt to dynamic environments, keep up with the Client’s requirements 
• Able to work 24/7/365 shifts 

Good to Have: 

• Volunteering or internship experience in IT support or customer service.  
• Experience with cloud platforms and services (e.g. AWS, Azure, GCP) 
• Understanding of ITIL principles and practices.