Enterprise Technology Support Engineer (L2)

Pay Rate Range: $ 32.14 - 33.08/hr.
GBaMS ReqID: 10584090

Job Description:
Provide second level support for incoming incidents and requests to Service Operations
Act as an escalation point for incidents and requests that Level 1 cannot resolve
Build and maintain advanced skillset/knowledge in troubleshooting ETS services
Build rapport and elicit problem details from Service Operations customers
Prioritize incidents and requests according to defined processes to meet SLAs
Escalation to vendors under existing support contracts, and tracking and documenting vendor compliance to existing SLOs
Escalate requests and incidents to Level 3 or Product Engineer when required
Knowledge sharing, including training Level 1 and Level 2 colleagues
Receive and document knowledge from Level 3 or Product Engineers
Develop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as needed
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Manage on-site, walk-up support requests for hardware and software when required
Contribute to Transformation initiatives with insights, contextual knowledge, technical expertise, User trial, documentations etc.

Essential Skills:
This role is the technical face and voice of Enterprise Technology Services (ETS), providing support for all services including End User Compute, PC, Telephony, Networks, Hybrid Cloud, and Service Operations, as well as support for some products and services

Competencies: 6-8+ years experience

Skills: Category Name Required Importance Experience SkillCategoryTest1_MN IT IS_EUCS_TOOLS_SCOM Yes 1 4-7 years