Job Description:
L2 Technical Support Engineers are expected to be an escalation point for all L1 Technical SupportEngineers.TheserolescouldalsobedirectlyresponsibleforspecializedsupportlikeVIP users or P1 / P2 priority contacts, etc.
He / She periodically performs task list management checks to ensure timely resolution/escalation of service requests.
The Level 2 is the primary facilitator of knowledge transfer and will proactively identify training requirements for L1 engineers.The Level 2 in some cases will contributetowards knowledge articles to various knowledge bases.
He/ Shewould work with a teamofvaryinganalytical abilities andduties and map thesame across to the internal process delivery.
He / She will supportthe team on a day-day basis to consistently deliver on the SLA to the customer while meeting productivity measures and support in their development and performance enhancement.He / She would ensure all elevatedcallsarehandledappropriatelyandprovidetechnicalresolutiontoEndUsers(RDM) throughremotetroubleshootingtools.He/Shewouldalso berequiredtoreportprogressto TL and Manageron an ongoingbasis.
He/ Shewillberequired to demonstratewillingness to working in shifts.
Responsibilities
TheprimaryresponsibilitiesofaL2TechnicalSupportEngineer(whichcouldincludemultiple specialized roles is mentioned below, but not limited to:
Provideshelpdeskanalystswithfeedbackoncallmaintenance,customerupdates, troubleshooting steps
Identifiestrainingneedsandoccasionallyprovidestrainingforhelpdeskanalysts
Aidknowledgetransferwithinthegroup
Remainwellversedinhelpdeskpolicies,procedures,standardsanddocumentation
Newaccountcreation/modification/deletioninUAMrelatedroles
Supportingpasswordresetsandaccountunlocksinrolesrequiringhigherpermissionlevels
Log/ValidateallcontactsinCallHandlingDatabaseandmanageendtoendallcallslogged, providing regular updates to customers on call status
Completefollow-onactionsasappropriateandinvokeEscalationProcedureswithin defined time frames and as appropriate
AdheretoPolicies&Proceduresandworktoachieveindividualandteamgoals
Protectconfidentialandsensitiveinformationandmaterialswhileobservingstrict compliance to licensing, copyright and trademark legislation
Demonstratecompetenttechnicalskillset&handsontechnicalsupportexperience
IsrequiredtobeaSuperUserofMicrosoftOffice
Abilitytomulti-taskandprioritizewhilebeingabletomanagecommitments/deliverables
Abilitytoworkundertightdeadlinesanddeliverbusinessresults
AbilitytocoachL1engineerstosupporttheirdevelopmentneedsandhelpthemmeet their goals
MustpossessExcellentCommunicationskills/highenergyandconfidence
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