What are the responsibilities and job description for the Level 2 Support Engineer (Austin,TX) position at Alpha Net?
Role : Level 2 Support
Location : Austin, Texas | Remote
Client : Capgemini
Duration : Long term Contract
Note : Position is remote but candidate need to go onsite for meet and greet.
Responsibilities :
- Provide technical support to users for moderately complex computer related technical problems.
- Communicate technical issues over the phone to a variety of customers
- Answer service desk telephones
- Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.
- Resolve or refer highly complex technical problems as appropriate.
- Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
- Log and track inquiries using an incident management database and maintains history records and related problem documentation.
Identify customer problems and complaints to ensure that inquiries are successfully resolved.
