Helpdesk Support Engineer

Key Responsibilities

The key responsibilities of the L2 Helpdesk personnel are:

• Manage, troubleshoot, and resolve issues escalated
• Manage and address queries from stakeholders
• Has the ability to learn new product features that support stakeholder usage to resolve and troubleshoot issues
• Triage and liaise with respective L3 technical support teams/personnel to troubleshoot complex issues
• Maintain a high level of customer satisfaction through professional communication
• Manage knowledge base/documentation of processes, known issues, resolution and decisions
• Assist stakeholders in managing and executing the uploading of solutions related to the relevant grants
• Draft clear and professional communications for business stakeholders
• Inform and update system users/representatives of scheduled system maintenance downtime
• Help in status update and incident reports
• Compile statistic repo...