L2 Technical Support Engineers

Overview

L2 Technical Support Engineer roles are escalation points for L1 Technical Support Engineers. They may be responsible for specialized support (e.g., VIP users or P1 / P2 priority contacts). The Level 2 engineer facilitates knowledge transfer, identifies training needs for L1 engineers, and may contribute to knowledge bases. They work with a team of varied analytical abilities, ensure SLA delivery, and provide technical resolution to End Users (RDM) through remote troubleshooting tools. They report progress to the Team Lead and Manager and are expected to work in shifts.

Job Description

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor asks a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .

Responsibilities

• Provides feedback to help desk analysts on call maintenance, customer updates, and troubleshooting steps
• Identifies training needs and occasionally provides training for help desk analysts
• Aids knowledge transfer within the group
• Stays well versed in help desk policies, procedures, standards and documentation
• Performs new account creation / modification / deletion in UAM related roles
• Supports password resets and account unlocks for roles requiring higher permission levels
• Logs and validates all contacts in the Call Handling Database and manages end-to-end call status, providing regular updates to customers
• Completes follow-on actions and invokes escalation procedures within defined time frames
• Adheres to policies and procedures and works to achieve individual and team goals
• Protects confidential and sensitive information while complying with licensing, copyright and trademark legislation
• Demonstrates competent technical skill set and hands-on technical support experience
• Is required to be a Super User of Microsoft Office
• Ability to multi-task, prioritize, and manage commitments / deliverables
• Ability to work under tight deadlines and deliver business results
• Coaches L1 engineers to support their development needs and help them meet their goals
• Must possess excellent communication skills, high energy, and confidence

Riyadh, Saudi Arabia

Referrals increase your chances of interviewing at DXC Technology by 2x

Seniority level

Employment type

Job function

Industries

#J-18808-Ljbffr