Second Line Support Desk Agent

The Second Line Technical Support role is responsible for addressing complex technical issues and inquiries from customers/clients that require in-depth knowledge and expertise. This role collaborates closely with first line support and technical teams to provide effective resolutions, ensuring customer satisfaction and the proper functioning of products/services.

Key Responsibilities 

• Respond to and resolve technical issues escalated from 1st line support in a timely and efficient manner. · 
• Diagnose and troubleshoot complex hardware and software issues, identifying root causes and implementing solutions. · 
• Provide step-by-step guidance and instructions to customers/clients to resolve technical problems. 
• Collaborate with cross-functional teams, including engineering and development, to escalate and resolve critical technical issues. 
• Document and maintain detailed records of each customer interaction, including issue descriptions, troubleshooting steps, and solutions. 
• Identify patterns and trends in technical issues, proposing improvements to products, services, or support processes. 
• Assist in the creation and maintenance of knowledge base articles, FAQs, and technical documentation for both customers and internal teams. 
• Continuously enhance technical expertise by staying up to date with the latest industry trends, technologies, and product updates. 
• Participate in on-call rotations to provide after-hours technical support when necessary. 
• Communicate effectively with customers, translating complex technical concepts into user-friendly language.

Qualifications & Experience 

• Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience). 
• Proven experience in technical support role, preferably in second line or higher tiers. 
• Proficiency in troubleshooting hardware, software, and network issues.

Systems 

• Strong knowledge of relevant operating systems, applications, and programming languages. 
• Customer services software (Zendesk, Freshdesk, etc.)  
• Familiarity with ITIL (Information Technology Infrastructure Library) principles. 
• Network monitoring tools to monitor IT infrastructure such as networks, servers, virtual machines, and cloud services. 
• Microsoft Azure.