Technical Support Engineer

Job Description

The Technical Support Engineer (L2) provides advanced technical assistance to customers experiencing software, hardware, or network-related issues. This role involves troubleshooting complex problems, identifying root causes, and delivering timely resolutions while ensuring minimal business disruption. Engineers collaborate with internal technical teams and maintain detailed documentation for all support cases. Strong analytical, communication, and technical skills are essential for success.

Key Responsibilities
Troubleshoot complex technical incidents and service requests.
Diagnose hardware, software, and network-related issues.
Resolve escalated tickets within agreed SLAs.
Perform root cause analysis for recurring problems.
Collaborate with Level 1 and Level 3 support teams.
Maintain technical documentation and knowledge articles.
Monitor system performance and recommend improvements.
Ensure compliance with security and IT support standards.