L2 Technical Support Engineers at DXC Technology

Riyadh, Riyadh, Saudi Arabia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Information TechnologyIndustries

Requirements

Willingness to work in shifts
Competent technical skill set & hands-on technical support experience
Super User of Microsoft Office
Ability to multi-task and prioritize while managing commitments/deliverables
Ability to work under tight deadlines and deliver business results
Ability to coach L1 engineers to support their development needs and help them meet their goals
Excellent Communication skills / high energy and confidence

Responsibilities

Serve as an escalation point for L1 Technical Support Engineers
Handle specialized support for VIP users or P1/P2 priority contacts
Perform task list management checks to ensure timely resolution/escalation of service requests
Facilitate knowledge transfer and proactively identify training requirements for L1 engineers
Contribute to knowledge articles in various knowledge bases
Support the team on a day-to-day basis to deliver on SLA, meet productivity measures, and enhance development/performance
Ensure all elevated calls are handled appropriately and provide technical resolution to End Users (RDM) through remote troubleshooting tools
Report progress to TL and Manager on an ongoing basis
Provide help desk analysts with feedback on call maintenance, customer updates, troubleshooting steps
Identify training needs and occasionally provide training for help desk analysts
Aid knowledge transfer within the group
Remain well versed in help desk policies, procedures, standards, and documentation
New account creation/modification/deletion in UAM related roles
Support password resets and account unlocks in roles requiring higher permission levels
Log/Validate all contacts in Call Handling Database and manage end-to-end all calls logged, providing regular updates to customers on call status
Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames
Adhere to Policies & Procedures and work to achieve individual and team goals
Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright, and trademark legislation

Skills

Technical Support

Troubleshooting

Remote Troubleshooting

User Access Management

Password Reset

Account Unlock

Call Logging

Knowledge Transfer

SLA Management

Help Desk

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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