Tech Support Engineer

Description

Summary: This role provides globally consistent Level 2 chat support for IT Service Desk, focusing on real-time technical assistance, incident management, and user experience. Highlights: 1. Provide real-time technical support for common IT issues via chat. 2. Manage incidents and escalate complex issues following protocols. 3. Contribute to knowledge base improvement and maintain operational coverage. **Global** **IT Service Desk Chat Support Services** **Summary of Services** Consultant shall provide a globally consistent Level 2 (L2\) chat service via a real\-time chat channel to promptly restore service, fulfill common requests, and deflect avoidable escalations for client IT Service Desk. **Detailed description of the Services** Consultant shall perform the following activities as part of Chat Support:* **Real\-time Technical Assistance:** Provide real\-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices. * **Incident Management:** Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets. * **Escalation Protocols:** Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols. * **User Experience:** Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards. * **Knowledge Contribution:** Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency. * **Operational Coverage:** Maintain operational coverage as defined in the Hours of Coverage section, ensuring continuity of service during agreed support windows and implementing real\-time operational adjustments based on volume forecasts and peak demand. * **Procedures Manual:** Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate. * **Primary responsibilities** **Key attributes/skills** **Scope \& autonomy** + Provide floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates. + Deep process knowledge; coaching skills; documentation and KB authoring proficiency. + Guides team; approves justified deviations from scripts; recommends SOP updates.