L2 Support

Technical qualification and support experience (Customer facing preferred) Basic computer hardware/application software knowledge like Operating system (W10) and Office 365, Skype for Business

Day to day technical issues and how to troubleshoot (outlook, network, printer, other applications like SAP, BW)

Laptop/desktop reimaging skills, backup and restore

VPN troubleshooting, Mobile device support skills

IP Phone basic troubleshooting (If applicable)

Network device (Router, switches/ firewall) basic knowledge, their Console access

Network device rack/unrack, patch panel management

UPS network configuration

Server basic hardware/software knowledge, back up status check

Active directory user account management like password reset

SCCM basic knowledge

Ticketing system knowledge and SLA response

Remote tool management

Experience to support user face to face, over the phone/chat or remotely

Communication to various level of user, vendors, stack holders

Be a active team member and can work indecently with minimum supervision

Great customer service and prompt response to internal and external people

Ability to prioritize response to customer (senior management/VIP).

Any appreciation certificate/award from previous employee (If applicable)