L2 Helpdesk Support

Job Description:
Provide first line help desk support calls for Voice and Wireless/RF clients
Customers can email, call or via our ServiceDesk portal Log calls into ServiceDesk portal Provide guidance over email or phone with end customer directly Remote to customer network where applicable Provide diagnosis of initial faults – voice and mobile terminal connectivity Review application and device logs Check services/server resources statistics and logs Escalation to appropriate L3 staff Work with escalating to 3rd party/vendor where needed Provide ongoing feedback and report on improvements to systems on regular occurring issues Work with remote team members with troubleshooting problems Minimum Qualifications:
Entry to Mid-level with 2 to 5 years of experience Calm mannerism Experience with Windows and Linux servers operating system Ability to diagnose faults Decipher application and system logs Talk through faults with customers whilst on the phone Experience with Tomcat/Apache troubleshooting Demonstrated ability to work autonomously and as part of team Ability to work remotely as part of follow the sun support team Experience diagnosing and resolving problems in high-throughput web applications and network services. Ability to manage priorities and task scheduling with minimal direction. Strong written and verbal communication skills including the ability to write concisely for documentation