Service Desk Engineer Level-II

Job Summary:

The Service Desk Engineer Level 2 is responsible for providing advanced technical support to our clients and internal teams. This role requires a strong understanding of IT infrastructure and cyber security principles. The ideal candidate will be proficient in troubleshooting complex technical issues, managing support tickets, and ensuring a high level of customer satisfaction.

Key Responsibilities:

• Technical Support:

  • Provide Level 2 support for IT-related incidents and service requests.

  • Troubleshoot and resolve complex hardware, software, and network issues.

  • Escalate unresolved issues to Level 3 support or other relevant teams.

• Cyber Security:

  • Monitor and respond to security incidents and alerts.

  • Assist in the implementation and maintenance of security solutions.

  • Conduct vulnerability assessments and remediation.

• Client Interaction:

  • Communicate effectively with clients to understand their technical issues and requirements.

  • Provide timely updates and ensure clients are informed about the status of their requests.

  • Deliver excellent customer service and maintain high client satisfaction.

• Documentation and Reporting:

  • Document all support activities and maintain accurate records in the ticketing system.

  • Prepare regular reports on support activities, incident trends, and client feedback.

  • Update technical documentation and knowledge base articles.

• Team Collaboration:

  • Work closely with Level 1 support to ensure smooth escalation and resolution of issues.

  • Collaborate with the cyber security team to address security-related concerns.

  • Participate in team meetings and contribute to continuous improvement initiatives.

Required Qualifications:

• Education:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Experience:

  • Minimum of 3-5 years of experience in a technical support or service desk role.

  • Experience working in a cyber security environment is highly desirable.

• Technical Skills:

  • Proficiency in Windows and operating systems.

  • Strong knowledge of networking protocols and technologies (TCP/IP, DNS, VPN, etc.).

  • Experience with security tools and technologies (firewalls, IDS/IPS, antivirus, etc.).

  • Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.

Key Competencies:

• Problem-Solving:

  • Strong analytical and troubleshooting skills.

  • Ability to handle multiple issues simultaneously and prioritize effectively.

• Communication:

  • Excellent verbal and written communication skills.

  • Ability to explain technical concepts to non-technical users.

• Customer Focus:

  • Commitment to delivering high-quality service and support.

  • Empathy and patience in dealing with clients’ technical issues.

• Team Player:

  • Collaborative mindset and ability to work well within a team.

  • Willingness to share knowledge and assist colleagues.

What We Offer:

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• A dynamic and inclusive work environment.