L2 Support Engineer at MODE - Mobile Decisioning Holdings Ltd

Job Description

• Provide Tier 2 support for the Technical Support Center
• Receive and analyze any information submitted escalated by Technical Support for the identification, validation, resolution of customer reported issues.
• Update OTRS Service Management Incident as required with the appropriate status and resolution codes.
• Closing of all logged incidents on to the online ticketing system
• Customer support- for Ticket Management, answering customer care issues and qualification. (down-times & ticket status) as escalated
• Maintain accurate records of completed and pending jobs using the ticketing system.
• Provide feedback and support to the Technical Support Center on specific resolution actions.
• Act as primary liaison among Operations, Services, and Engineering for the escalation of any unresolved issues that require Engineer support for resolution
• Gather all necessary information (as detailed in the Escalation Matrix) and submit to Engineering (Product/Services) for review.
• Based on feedback provided by Engineering, communicate issue resolution information back to Operations or document additional information required for issue root cause determination.
• Assist with knowledge generation for Knowledge Base management.
• Oversight of all markets’ performance
• Additional duties will include creating documentation, manage large deployments, and occasionally provide on-call support