Technical Support Engineer - SD (Level 2) at Mphasis | Torre

Technical Support Engineer - SD (Level 2)

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Full-time

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Remote (anywhere)
Shared by
Daniel Correa Laverde
5 months ago

Responsibilities


Provide Level 2 technical support for Windows and Mac OS environments. Manage and troubleshoot virtualized Citrix environments. Support end-users via phone, email, and chat. Triage incidents using ITSM tools like ServiceNow or RemedyForce. Support AWS-based cloud desktops and virtual environments for remote global users. Utilize remote desktop tools (Webex, LogMeIn, Bomgar) for troubleshooting. Escalate unresolved issues to internal teams. Document knowledge and troubleshooting steps. Manage multiple open tickets with strict SLA compliance.