Job Description:L2 Technical Support Engineers are expected to be an escalation point for all L1 Technical Support Engineers. These roles could also be directly responsible for specialized support like VIP 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 contribute towards knowledge articles to various knowledge bases.He / She would work with a team of varying analytical abilities and duties and map the same across to the internal process delivery. He / She will support the 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 elevated calls are handled appropriately and provide technical resolution to End Users (RDM) through remote troubleshooting tools. He / She would also be required to report progress to TL and Manager on an ongoing basis. He / She will be required to demonstrate willingness to working in shifts.ResponsibilitiesThe primary responsibilities of a L2 Technical Support Engineer (which could include multiple specialized roles is mentioned below, but not limited to:Provides help desk analysts with feedback on call maintenance, customer updates, troubleshooting stepsIdentifies training needs and occasionally provides training for help desk analystsAid knowledge transfer within the groupRemain well versed in help desk policies, procedures, standards and documentationNew account creation / modification / deletion in UAM related rolesSupporting password resets and account unlocks in roles requiring higher permission levelsLog/Validate all contacts in Call Handling Database and manage end to end all calls logged, providing regular updates to customers on call statusComplete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriateAdhere to Policies & Procedures and work to achieve individual and team goalsProtect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislationDemonstrate competent technical skill set & hands on technical support experienceIs required to be a Super User of Microsoft OfficeAbility to multi-task and prioritize while being able to manage commitments / deliverablesAbility to work under tight deadlines and deliver business resultsAbility to coach L1 engineers to support their development needs and help them meet their goalsMust possess Excellent Communication skills / high energy and confidenceAt DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available .
