Support & Maintenance Engineer L2

--main description==We are looking for a talented Support and Maintenance Engineer to support overall software and hardware support for the IT environment throughout the organization, and provide Help Desk Support to internal and external users.
--positions available==2
--title==Technical skills:
--description one== Ticketing tools (e.g. Service Now, Remedy, Jira)
##Working knowledge of Windows/Linux/Mac Os operating systems
Microsoft Office Suite
--about you==You are someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests and be able to grow professionally. 
--competencies==You bring to Applaudo the following competencies:
##1+ Years of experience working in an IT Service Desk/inbound Call Center environment.
##Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school (Preferred, not required).
##Experience using ITSM Ticketing tools (e.g. Service Now, Remedy, Jira) or similar ticketing systems to manage and track incidents.
##Ability to talk and type accurately at least 30 wpm.
##Sound understanding of customer support, operations, and processes.
##Working knowledge of Windows/Linux/Mac Os operating systems, networks, databases, and network security concepts and tools are required.
##Working knowledge of the Microsoft Office application suite including MS Outlook.
##Solid analytical/cognitive skills to troubleshoot complex and technical problems.
##Basic knowledge of ITIL, Service Desk metrics/SLA's, and mobile device support.
##Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
##Working knowledge with Docker/Kubernetes (Desirable)
##Working knowledge with cloud services like AWS, GCP, Azure devops, etc. (Desirable)
--responsibilities==You will be accountable for the following responsibilities:
##Assisting L1s with escalations and technical questions.
##Resolve Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution(L3 Agent, Manager, etc.).
##IT Service Desk - provide first-level technical support through phone, email, and chat support (if applicable) to resolve technical end-user service and support requests.
##Diagnose and troubleshoot end-user desktop application issues and provide appropriate solution
##Follow-up with end-users to provide status updates as per service level guidelines(SLA's).
##Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
##Communicate with customers at all levels of technical and non-technical skill sets.
##Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
##Work collaboratively with people across the organization.
##Find the solution to technical problems, such as down servers, reset servers, create a custom report using SQL or other reporting tools.
##Reproduce complex problems and documenting to continue the process with the next level.

Last updated on Aug 27, 2022