L2 Helpdesk Technician

 

The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions.

 

Responsibilities:

·        Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients’ needs and environmental factors

·        Record inquiries, issues, and their details within service tickets

·        Serve as a point of contact for technicians before case escalations

·        Proactively improve LEAP’s self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters)

·        Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate

·        Updating internal and external stakeholders of current known issues and development updates as documented in Jira

·        Training of level 1 technicians in escalations processes

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