L2 Support Engineer (IT)

Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members. Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert.

Provide L2 Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.

• Troubleshoot complicated hardware issues, replicate customer environments and network problems in the organisation.
• Manage critical customer issues and facilitate communication between customers, escalation, and engineering.
• Participate in cross-functional tasks such as new product development projects, support readiness team and other documentation activities.
• Provide on-site support for customers when needed.