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. 

Responsibilities

The 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 steps 
• Identifies training needs and occasionally provides training for help desk analysts 
• Aid knowledge transfer within the group 
• Remain well versed in help desk policies, procedures, standards and documentation 
• New account creation / modification / deletion in UAM related roles 
• Supporting password resets and account unlocks in roles requiring higher permission levels 
• Log/Validate all contacts in Call Handling Database and manage end to end all calls logged, providing regular updates to customers on call status 
• Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate 
• Adhere to Policies & Procedures and work to achieve individual and team goals 
• Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislation 
• Demonstrate competent technical skill set & hands on technical support experience 
• Is required to be a Super User of Microsoft Office 
• Ability to multi-task and prioritize while being able to manage commitments / deliverables 
• Ability to work under tight deadlines and deliver business results 
• Ability to coach L1 engineers to support their development needs and help them meet their goals