Service Desk L2 Engineer

HCL Technologies Limited; Lima Metropolitana; In loco; PEN 21.000 - 32.000; Tempo pieno

Descrizione del lavoro

HCL Technologies Limited is seeking a Service Desk L2 Engineer in Lima, Peru to act as the first point of contact for end users, delivering technical support via phone, email, chat, and ITSM tools.

You will log, categorize, prioritize, and resolve incidents within SLAs, troubleshoot issues across Windows OS, Office 365, Outlook, VPN, printers, and basic hardware/software, and perform password resets and AD administration. English working knowledge and Spanish fluency are required.

Competenze

• Bachelor's degree in a related discipline is required.
• ITIL Foundation certification preferred.
• Fluent in Spanish with working knowledge of English.

Mansioni

• Provide first-level technical support via phone, email, chat, and ITSM platform.
• Log, categorize, prioritize, and resolve incidents within SLAs.
• Troubleshoot Windows OS, Office 365, Outlook, VPN, printers, and basic hardware/software.
• Perform password resets, account unlocks, and AD user administration.
• Provide remote support using approved tools.
• Escalate unresolved incidents with full troubleshooting details.
• Maintain ticket documentation and communicate updates to end users.
• Adhere to ITIL processes and contribute to knowledge base.

Conoscenze

First-level support

Remote support

Customer service

SLA adherence

Ticketing systems

Formazione

Bachelor's degree in related discipline

Strumenti

Windows OS

Office 365

Outlook

VPN

Active Directory

ITSM tool

Descrizione del lavoro

The Service Desk L2 Engineer will act as the first point of contact for end users, providing technical support through phone, email, chat, and the ITSM tool. The role involves logging, categorizing, troubleshooting, and resolving first-level IT issues while ensuring adherence to SLA commitments and delivering an excellent customer experience.

Key Responsibilities

• Provide first-level technical support through phone, email, chat, and the ITSM platform.
• Log, categorize, prioritize, and resolve incidents and service requests within agreed SLAs.
• Troubleshoot issues related to Windows OS, Microsoft Office 365, Outlook, VPN, printers, and basic hardware/software.
• Perform password resets, account unlocks, and Active Directory user administration.
• Provide remote support using approved remote assistance tools.
• Escalate unresolved incidents to support teams with complete troubleshooting details.
• Maintain accurate ticket documentation and communicate updates to end users.
• Adhere to ITIL processes and contribute to knowledge base documentation.
• Educational Qualification
• Bachelor's degree in a related discipline.

Preferred Certifications

• ITIL Foundation

Language Requirement (Mandatory)

• Spanish: Fluent (spoken and written)
• English: Working knowledge (spoken and written)