Role Purpose:
As a Platform Support Engineer (L2) you will exercise your excellent customer service skills along with the ability to apply technical knowledge to independently work on medium and complex tasks.
This will include supporting processes like Request, Incident, Problem, Change, Event, CMDB, Asset, Service Catalog, Knowledge, and Service Portal as well as custom scoped applications that deliver enterprise-wide business processes to our customers. The ideal candidate is knowledgeable about IT Service Management, has good experience with various technologies, and possesses excellent computer, oral and written communication skills including a proficiency in typing and spelling.
Qualification & Experience:
- Must have bachelors degree in Computer Science or related field experience
- 3+ years providing customer facing technical support
- Good working knowledge of the components in cloud/web application
- In order to be successful in this role, we need someone who has:
- Demonstrated ability to troubleshoot the most difficult technical issues.
- Exposure to network monitoring connectors such as SCOM, Solarwinds etc., Prognosis
Key Responsibilities:
- Providing support to users/administrators of our platform
- Supporting and contributing to the growth of best practices for delivery of support services
- Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
- Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision
- Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution
- Mentoring junior team members in the various technologies
- Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access
- Provides timely resolution of problems or escalations on behalf of customer to appropriate technical personnel
- Provides case status updates to management and end users
- Supports and maintains effective relationships with users
- Develops, documents and implements standard operating procedures and customer service guidelines relating to IT support
Standard career level descriptor for job level:
- Seasoned and experienced professional
- Has full understanding of specialisation area
- Resolves wide range of issues in creative ways
- Fully qualified, career level, career journey-orientated
- Uses good judgement in selecting tools and methods to solve problems
- Networks with senior internal and external people in own area of expertise
- Receives little instruction on day-to-day work, receives general instructions on new assignments
- Typically requires demonstrable related experience with a Bachelors or equivalent degree; or moderate level experience and a Masters or equivalent degree; or a PhD or equivalent degree without experience; or equivalent work experience