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2nd Line Support Engineer

Tagmatix360 Limited
Closing date
3 Jun 2021

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Technology & New Media
Contract Type
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Job Details

L2 JD:

As a lead, the candidate should be a minimum of 4-5 years of experience managing End User support environment onsite at client location and will manage the team activities.

  • Having experience of managing a team of 10+ members covering deskside support locally and globally across other sites
  • Act as single point of contact for customer to deliver the service and set the right expectation
  • Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate
  • Serve as an escalation point of contact with the primary focus on restoring the services. Experience on ticketing tools in managing incidents and services.
  • Ensure VIP support for users on high standard and customer service
  • Keep the knowledge base and runbook for the team updated with new resolution and process appropriately
  • Manage and ensure the adherence of SLA's across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
  • Appropriately manage operations and conduct operational review meeting with customer stakeholders.
  • Demonstrate good interpersonal skills with team and customer.
  • Ensuring that effective communication is maintained with the executives, business leadership during a major incident
  • Good in communication with end users, able to articulate issue and help team to resolve it.
  • Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact

ITIL certification added advantage

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