Middle Customer Support Engineer (L2)

ELEKS Customer Support Office is looking for Middle Customer Support Engineer (L2) in Argentina.

ABOUT PROJECT
Our customer is a well-known financial advisory company from the USA that has been providing services since 1974. The project is a platform that allows brokers to organize the full working process with their clients: synchronize with the exchange for data, create reports, etc.

REQUIREMENTS

• 5+ years’ experience in technology support
• Commanding knowledge and experience with Windows 10/11
• Extensive experience with Microsoft Office 2019/2021/Office 365 functionality and troubleshooting basic connectivity issues; experience with advanced Outlook functionality and protocols involved with connecting to Exchange
• Mobile device support expertise
• Knowledge of Active Directory and domain environments
• Apple product experience a plus
• CompTIA A+, Network+, Security+, or other certifications (Azure, etc.) also a plus
• Excellent communication skills (phone etiquette, listening, and follow-up)
• Upper-Intermediate English level

RESPONSIBILITIES

•  Providing daily support and leadership to first-level HelpDesk specialists via instant message, walk-ups, phone, and/or email
• Ensuring service levels are maintained and tickets are tracked and resolved in a timely manner
• Taking ownership of escalated tickets and resolving them successfully
• Mentoring first-level specialists via technical assistance; creating a teachable moment from escalated tickets after resolution
• Supporting spillover calls from the first-level queue when the call threshold has been surpassed
• Monitoring and managing our instant message and chat platforms
• Handling the weekly rotation of our Knowledge Base article maintenance

What will you get with ELEKS

• Cooperation with a customer
• Challenging tasks
• Competence development
• Ability to influence project technologies
• Projects from scratch
• Team of professionals
• Dynamic environment with low level of bureaucracy

ABOUT ELEKS

ELEKS is a custom software development company. We deliver value to our clients, thanks to our expertise and experience gained from working as a software innovation partner since 1991.

Our 2000+ professionals located in the Delivery Centers across Eastern Europe and sales offices in Europe and North America, provide our clients with a full range of software engineering services. These include product development, QA, R&D, design, technology consulting and dedicated teams.