Basic Info

Job Description

• Conduct in-depth technical analysis to identify recurring issues and contribute to continuous process improvement.
• Serve as a key point of reference for Tier 1 (T1) support agents by providing guidance on technical troubleshooting, best practices, and knowledge sharing.
• Collaborate with Tier 2 (T2) engineers to acquire and disseminate updated solutions and procedures to the T1 team.
• Assist in resolving more complex incidents in tandem with standard T1 agents, escalating to T2 only when necessary.
• Contribute to the creation and maintenance of technical documentation and training materials to enhance team knowledge and onboarding efficiency.
• Maintain high service standards by refining workflows and identifying areas for operational optimization.

Job Requirements

Education & Experience:

• Minimum of 3 years of experience in IT helpdesk, technical support, or desktop engineering.
• Relevant certifications (e.g., MCSE, MCITP, ITIL) are preferred.

Technical Skills:

• Strong troubleshooting skills across multiple platforms including Windows, macOS, iOS, and Android.
• Solid understanding of networking fundamentals and security-related issues.

Team Collaboration:

• Proven ability to support and mentor Tier 1 agents by sharing expertise and improving team performance.

Advanced Troubleshooting:

• Capable of managing escalated cases and identifying recurring issue patterns to proactively drive solutions.

Process & Knowledge Management:

• Experienced in optimizing workflows and developing clear, comprehensive knowledge base articles.

Task & Time Management:

• Skilled in handling complex tasks and managing multiple priorities effectively while meeting SLA requirements.
• Willingness to work in a shift-based schedule, including coverage during high-priority time slots as needed.