Service Desk Specialist L2

The Tier 2 Service Desk Specialist is responsible in providing advanced technical support through desk-side, remote, and on-site services while resolving complex incidents and improving system stability. The role collaborates with Account Managers and Customer Success Managers to manage escalations, create knowledge-base content, and support overall service efficiency.

Job Description

• Provide L2 technical support through desk-side, remote, and on-site services.
• Diagnose recurring issues, analyze incident patterns, and recommend long-term resolutions.
• Work with Account Managers and Customer Success Managers on escalated customer issues.
• Create and update knowledge-base articles to improve first-line resolution rates.
• Follow documented procedures for incident management and request fulfillment.
• Provide guidance and direction for escalated service issues.
• Demonstrate strong customer service, issue ownership, ...