L2 Technical Support Engineer

Hunt Group – a mix of recruitment (executive search and head hunting) and outsourcing activities in industries such as IT, oil&gas, banking, finance and automotive.

- Minimum 3 years work experience in a technical role
- English Fluency
- Bachelor’s degree in Information Technology, Computer Science, or related field
- 3 or more year’s professional experience in a technical product support or help desk environment
- Knowledge of relational database management systems (Microsoft SQL Server 2005 / 2008 / 2012 and Oracle 10g / 11g) and structured query language (SQL)
- Knowledge of both client and server operating systems (Windows Server 2003 / 2008, Windows XP / 7, Linux)
- Knowledge of Internet application technologies including HTML, XML, and Internet application architectures based upon Java technology
- Excellent English written and verbal communications skills
- Ability to learn complex technical concepts in a short amount of time

- Provide prompt and courteous Level 2 technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction
- Support is often provided to partners around the world and customers who are in technical positions such as database administration, system administration, network administration, software development and various IT functions
- Analyze and clarify low volume, highly complex technical queries from customers and partners through troubleshooting, researching, and recreating of issues
- Analyze proprietary software log files, stack traces as well as various related technology logs for root cause problem determination and providing the appropriate solution or next steps
- Solid understanding of networking fundamentals and protocols (e.g. TCP/IP, FTP, DHCP, Telnet, etc.) as well as wireless networking. Network+ and CWNA certifications is a plus
- Document and record all activity and communications over the telephone and e-mail according to departmental standards of quality
- Follow documented processes and procedures for support request handling and case escalation
- Communicate with coworkers and management regarding current / ongoing support cases
- Backup assistance performing front-line support during times of lower volume and limited staffing
- Assist with system administration tasks and duties to maintain and improve customer production systems
- Contribute to technical knowledge base
- Participate in team meetings to provide feedback on current day-to-day activities and recommend ways in which to improve the department
- Handle miscellaneous job-related duties and responsibilities as defined by management
- The typical required work hours are 2:30PM - 11:00PM with some remote working permitted