L2 Technical Support Engineers

DXC Technology Inc.; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

DXC Technology is seeking L2 Technical Support Engineers to serve as escalation points for L1 support. This role involves managing specialized support, ensuring SLA compliance, and providing coaching to junior engineers. Candidates should demonstrate strong communication and technical skills, alongside the ability to work in a dynamic environment.

Benefits

Flexible work environment

In-person collaboration opportunities

Inclusive company culture

Qualifications

• Experience in L2 Technical Support is preferred.
• Must possess excellent communication skills.
• Ability to coach and support L1 engineers.

Responsibilities

• Provide feedback and support to L1 help desk analysts.
• Manage escalated support requests and ensure timely resolution.
• Conduct training sessions for L1 engineers and aid knowledge transfer.

Skills

Communication

Technical Support

Analytical Skills

Multi-tasking

Education

Degree in Computer Science or related field

Tools

Microsoft Office

Job description

Job Description:

L2 Technical Support Engineers are expected to be an escalation point for all L1 Technical SupportEngineers.TheserolescouldalsobedirectlyresponsibleforspecializedsupportlikeVIP users or P1 / P2 priority contacts, etc. He / She periodically performs task list management checks to ensure timely resolution/escalation of service requests. The Level 2 is the primary facilitator of knowledge transfer and will proactively identify training requirements for L1 engineers.The Level 2 in some cases will contributetowards knowledge articles to various knowledge bases.

He/ Shewould work with a teamofvaryinganalytical abilities andduties and map thesame across to the internal process delivery. He / She will supportthe team on a day-day basis to consistently deliver on the SLA to the customer while meeting productivity measures and support in their development and performance enhancement.He / She would ensure all elevatedcallsarehandledappropriatelyandprovidetechnicalresolutiontoEndUsers(RDM) throughremotetroubleshootingtools.He/Shewouldalso berequiredtoreportprogressto TL and Manageron an ongoingbasis. He/ Shewillberequired to demonstratewillingness to working in shifts.

Responsibilities

TheprimaryresponsibilitiesofaL2TechnicalSupportEngineer(whichcouldincludemultiple specialized roles is mentioned below, but not limited to:

• Provideshelpdeskanalystswithfeedbackoncallmaintenance,customerupdates, troubleshooting steps

• Identifiestrainingneedsandoccasionallyprovidestrainingforhelpdeskanalysts

• Aidknowledgetransferwithinthegroup

• Remainwellversedinhelpdeskpolicies,procedures,standardsanddocumentation

• Newaccountcreation/modification/deletioninUAMrelatedroles

• Supportingpasswordresetsandaccountunlocksinrolesrequiringhigherpermissionlevels

• Log/ValidateallcontactsinCallHandlingDatabaseandmanageendtoendallcallslogged, providing regular updates to customers on call status

• Completefollow-onactionsasappropriateandinvokeEscalationProcedureswithin defined time frames and as appropriate

• AdheretoPolicies&Proceduresandworktoachieveindividualandteamgoals

• Protectconfidentialandsensitiveinformationandmaterialswhileobservingstrict compliance to licensing, copyright and trademark legislation

• Demonstratecompetenttechnicalskillset&handsontechnicalsupportexperience

• IsrequiredtobeaSuperUserofMicrosoftOffice

• Abilitytomulti-taskandprioritizewhilebeingabletomanagecommitments/deliverables

• Abilitytoworkundertightdeadlinesanddeliverbusinessresults

• AbilitytocoachL1engineerstosupporttheirdevelopmentneedsandhelpthemmeet their goals

• MustpossessExcellentCommunicationskills/highenergyandconfidence

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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