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Technical Support L2

hace 2 semanas

San Antonio, Uruguay DXC Technology A tiempo completo

**_Job Description: _**
- Proficient with Authentication and Security/O365 and other related technical issues.
- Proficient with all Service Desk tools and processes
- Support and resolve tickets elevated from Level 1.
- Provide remote support to customer issues using probing and technical skills. Also, explain the solution to the user in a way that non-technical users understand
- Logs and tracks inquiries using an incident management database and maintains history records and related incident documentation.
- Willing to work in shifts; excellent written & spoken communication skills
- Good customer handling skills
- Flexible to work in different shifts;
**_Responsibilities _**
- Handle all internally elevated warm handoff calls/chats to the Deep support Queue
- Reach out to users to provide them with a timely solution
- Share feedback to SMEs and Managers on the performance of the floor and its technical needs
- Recommend addition/modification of Knowledge articles where required
- Quickly respond to incident alerts and support calls. Identify and coordinate with teams that are critical to the event’s resolution.
- Complete follow-on actions as appropriate
- Invoke ticket Elevation/Escalation Procedures within defined time frames
- Log/Validate all contacts to the CRM, including all relevant and required information
- Adhere to Policies & Procedures (compliance)
- Work to achieve individual and team goals
- Protect confidential and sensitive information and materials
- Accomplish other duties as required
- Good Knowledge of Microsoft Office 365
- Multi-task and prioritize
- Manage commitments to the Customer, Manager, Supervisors and Support Staff
- Working in shifts as per requirements

**_T _**_echnical Skills required _**
- Graduate in any stream **preferably **Engineering
- _Advanced English Level _
- **Willing to work on-site and rotative shifts**:

- _Certifications Required: _Office 365, Windows OS