Technical Support Technician

About the role

The Technical Support Technician (L2) provides 24x7 technical assistance for OEM equipment, ensuring enterprise infrastructure remains operational. You will work closely with onsite technicians, field engineers, and customers to diagnose complex issues, restore service, and prevent future hardware failures.

Key responsibilities

• Review OEM system logs, configurations and network topologies to identify security breaches or component failures.
• Maintain accurate incident records, perform triage, and manage tickets to restore services promptly.
• Apply systematic troubleshooting techniques and guide field engineers remotely or on‑site to execute repairs.
• Communicate service updates clearly and professionally to internal and external customers.
• Follow IT escalation procedures, collaborate across technical teams, and ensure SLA compliance.
• Work with service management, sales, and parts logistics to replace faulty hardware and manage entitlement.
• Participate in a 24x7x365 on‑call rotation, providing global technical support.

Required profile

• Experience analyzing OEM system logs and interpreting network topologies.
• Strong incident management and ticketing system skills.
• Ability to troubleshoot hardware and software issues at an L2 level.
• Excellent written and verbal communication for customer interaction.
• Willingness to work on‑call schedules and travel to customer sites when needed.

Required skills

• Log analysis
• Network topology analysis
• Ticketing system usage