Technical Support Technician

About the role

We are seeking a Technical Support Technician (Level 2) to deliver 24 × 7 OEM equipment support for enterprise infrastructure. The role combines remote troubleshooting, on‑site collaboration with field engineers, and proactive system performance optimisation to maintain service availability.

Key responsibilities

• Review OEM system logs, configurations and network topologies to identify security breaches, component failures and performance issues (≈20%).
• Maintain accurate incident records, perform triage and manage tickets to ensure timely service restoration (≈10%).
• Apply systematic troubleshooting techniques and provide remote guidance to field engineers for complex repairs (≈20%).
• Communicate service updates clearly and respond to customer inquiries promptly (≈10%).
• Deliver courteous, professional support to internal and external customers across a wide range of technical issues (≈15%).
• Follow IT escalation procedures, collaborating via the ticketing system with L3 teams and management to meet SLA targets (≈5%).
• Work with service management, sales and parts logistics to coordinate hardware replacements and entitlement verification (≈5%).
• Monitor incidents, notify management of SLA risks and keep customers informed of progress (≈5%).
• Support field engineers remotely and travel when necessary to resolve difficult configurations (≈5%).
• Participate in a 24 × 7 × 365 on‑call rotation providing global technical support (≈5%).

Required profile

• Strong analytical mindset with the ability to interpret complex log data.
• Excellent communication skills for clear interaction with customers and technical teams.
• Capacity to work under pressure in a 24 × 7 support environment.
• Team‑oriented attitude with a focus on collaboration and knowledge sharing.

Required skills

• OEM system log analysis.
• Use of log processing tools.
• Ticketing system management.
• Network topology analysis.
• Hardware diagnostics and repair.
• Remote support and guidance tools.