L2 Technical Support Engineer

CME

Researching and identifying solutions to software and hardware issues.

Diagnosing and troubleshooting technical issues, including account setup and network configuration.

Asking customers targeted questions to quickly understand the root of the problem.

Tracking computer system issues through to resolution, within agreed time limits.

Talking clients through a series of actions, either via phone, email or chat, until theyu2019ve solved a technical issue.

Properly escalating unresolved issues to appropriate internal teams (e.g., software engineers).

Providing prompt and accurate feedback to customers.

Referring to internal database or external resources to provide accurate tech solutions.

Ensuring all issues are properly logged.

Prioritizing and managing several open issues at one time.

Following up with clients to ensure their systems are fully functional after troubleshooting.

Preparing accurate and timely reports.

Documenting technical knowledge in the form of notes and manuals.

Maintaining jovial relationships with clients.

Requirements

• Bacheloru2019s degree in Information Technology, Computer Science or a related field.
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, Help Desk Technician or similar role (2u20133 years preferred).
• Hands-on experience with Windows/Linux environments.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Ability to provide step-by-step technical help, both written and verbal.
• Familiarity with remote desktop applications and help desk software (e.g., Zendesk).
• Excellent problem-solving and communication skills in English (Native level required).
• Ability to work on a shift from 4 PM to 1 AM Beirut Time Zone.