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L1 L2 Technical Support

/in /by

“Now Hiring: L1 & L2 Tech Support—Keep Systems Running Smoothly.”

  • Participate in weekly team huddles.
  • Provide second-level technical support to customers via phone, email, and chat.
  • 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 Customer Support Lead of issues regarding support cases or project tasks in a timely manner.
  • Ensure that any Operational Documents are used and signed off as required.
  • Ensure daily checks, support cases, and tasks assigned in your support queue are completed in a timely manner.
  • Troubleshoot and resolve escalated technical issues related to hardware, software, and networking.
  • Collaborate with L1 support and other technical teams to ensure effective issue resolution.
  • Analyze recurring issues and identify areas for process improvement.
  • Document technical solutions and create knowledge base articles for common problems.
  • Assist in the training and mentoring of L1 support team members.
  • Monitor and manage ticket escalations, ensuring timely resolutions.
  • Participate in on-call support or standby rotation as needed.
  • Stay updated with industry trends and new technologies to enhance support capabilities.
  • Coordinate and work with L3 and vendors for some complex escalations
  • Provide a high level of customer service to both Internal and External parties.
  • Keen understanding of impact and urgency within all Technology aspects being dealt with to assure that deadlines are met.
  • Planning and Implementation of Hardware and software related to new projects or upgrades.
  • Ability to identify new opportunities from both internal and external sources and share with the sales team to onboard or upsell.
  • Capable of participating in both planned and ad hoc projects as and when they arise with the ability to carry out the tasks defined in an accurate and timely manner.
  • Able to provide reporting and a high-level analysis associated with the work performed.
  • Actively participates in the planning of team resourcing to assure availability of support; this includes standard operating hours and standby where needed.
  • Engage proactively with customers regarding end-of-life devices, providing recommendations for replacements.

Requirements

  • Bachelor’s degree in IT or related field (or equivalent experience)
  • L2: 3+ years technical support experience
  • Knowledge of Windows OS and basic networking (TCP/IP, DNS, VPN)
  • Experience with ticketing systems and remote support tools
  • Strong troubleshooting and problem-solving skills
  • Good communication and customer service skills
  • Relevant IT certifications (preferred)

Due to the volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Flat Planet recruiters via the firm’s business contact number or business email address.