Technical Support Engineer (Tier 2)

Technical Support Engineer (Tier 2)

We are looking for a skilled and motivated Tier 2 Technical Support Engineer to join our IT support team. In this role, you will handle complex technical issues, collaborate with cross-functional teams, and take part in organization-wide technology initiatives and system upgrades.

Responsibilities:

• Handle hardware and software incidents escalated from Tier 1 support.
• Analyze logs and identify root causes to ensure effective problem resolution.
• Escalate complex issues to Tier 3 with clear, detailed documentation.
• Meet organizational SLA targets for response and resolution times.
• Collaborate closely with development, networking, infrastructure, and system teams.
• Provide direct support to internal teams and system users.
• Lead and participate in cross-departmental projects such as system upgrades and new technology implementations.

Requirements:

• Proven experience in Tier 2 technical support – Must
• Strong knowledge of hardware and software troubleshooting – Must
• Experience with log analysis and diagnostic tools – Must
• Familiarity with operating systems, networks, and communication protocols – Must
• Excellent problem-solving and communication skills.
• Team player with the ability to work independently and take ownership.
• High commitment to service quality and customer satisfaction.