L2 Support Engineer - ManageEngine Desktop Central OpManager Plus AD Self Service Plus
Location
Mumbai | India
Job description
Overview:
The L2 Support Engineer for ManageEngine Desktop Central OpManager Plus and AD Self Service Plus plays a crucial role in providing technical support troubleshooting and customer service for these enterprise IT management solutions. This individual is responsible for ensuring the smooth operation of the software and addressing technical issues to maintain high levels of customer satisfaction.
Key Responsibilities:
- Provide technical support and expertise for ManageEngine Desktop Central OpManager Plus and AD Self Service Plus
- Diagnose and resolve customer reported issues and inquiries in a timely and efficient manner
- Collaborate with L1 support and development teams to escalate and resolve complex technical issues
- Conduct advanced troubleshooting and analysis to identify root causes of technical problems
- Assist in the testing and validation of new product releases and patches
- Deliver highquality customer service and maintain strong customer relationships
- Contribute to technical documentation and knowledge base articles
- Participate in oncall rotation and afterhours support as needed
- Assist in the training and mentoring of L1 support engineers
- Stay updated on product features industry trends and best practices
Required Qualifications:
- Bachelors degree in Computer Science Information Technology or related field
- 2 years of experience in providing technical support for ManageEngine products (Desktop Central OpManager Plus AD Self Service Plus)
- Proficiency in Windows and Linux operating systems
- Deep understanding of networking concepts and protocols
- Strong knowledge of troubleshooting methodologies and tools
- Excellent problemsolving and analytical skills
- Ability to prioritize and manage multiple tasks in a fastpaced environment
- Effective communication and interpersonal skills
- Experience in creating technical documentation and knowledge base articles
- Certifications such as MCSE CCNA or equivalent are a plus
troubleshooting,networking,customer support,technical documentation
Job tags
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