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L2 Technical Support
1 week ago
Job Purpose:
This role primarily provides L2 technical support to end user and store hardware/software to increase end user productivity, and to provide a great end user/customer experience.
Responsibilities:
Does incident resolution escalated by L1 technical support to ensure ticket SLA (Service Level Agreement) is met.Develop knowledge-based articles.Does problem management and vendor management.Works closely with the IT Manager (Technical Support) in planning and execution of the team's operational plans (e.g., continuously improve operational processes, incident reductions).Key Qualifications:Bachelor's degree in information technology, Computer Science, Engineering or any relevant field.At least 5 years experience in Information Technology specifically in providing technical support of end user and store hardware/software (e.g., office PCs, POS, etc.)Must be knowledgeable on the latest end user and store computing technologies.Must have excellent problem solving skills and customer service skills. Must have good verbal/written communication skills.Must be self-motivated, disciplined, and a team player.-
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