L1 & L2 Technical Support

Job Summary

The Level 1 & 2 Technical Support team are the first point of contact for our customers who require
technical support. Responsible for systems checks and troubleshooting of solutions offered, the team is
integral to ensuring customer satisfaction.

As an integral member of the Operations team, your primary job responsibilities as Level 1 & 2 Technical Support are:

• Participate in weekly team huddles within the Client.
• Being the first point of contact by responding to support emails and answering incoming support calls.
• Provide a high level of customer service to both Internal and External parties.
• Demonstrating a professional approach, with clear and concise communication in a timely manner to all parties.
• Take initiative in developing skills as individuals outside of training that is already provided. This may
include, but not limited to reading manuals and exploring company products.
• Ensuring that support processes and procedures are followed. Reporting directly to the Service Delivery Manager of issues regarding support cases or project tasks in a timely manner.
• Ensure daily checks, support cases and tasks assigned by Service Delivery Manager are completed in a timely manner. Support Project Manager in project tasks.
• Ensure that any Operational Documents are used and signed off as required.
• Work with technical staff and other internal colleagues to meet customer needs.
• Attends to any ad hoc tasks that may assigned from time to time

Requirements:
• Prior experience in a L1/L2 Support or similar role
• Strong communication skills
• Excellent time management skills
• Ability to adapt to ever changing daily tasks.
• Level 1 & 2 Networking Skills is a plus.
• Experience with calibration and configuration of hardware