Helpdesk Support Engineer (L2 Helpdesk)
Job description
Key Responsibilities
The key responsibilities of the L2 Helpdesk personnel are:
- Manage, troubleshoot, and resolve issues escalated
- Manage and address queries from stakeholders
- Has the ability to learn new product features that support stakeholder usage to resolve and troubleshoot issues
- Triage and liaise with respective L3 technical support teams/personnel to troubleshoot complex issues
- Maintain a high level of customer satisfaction through professional communication
- Manage knowledge base/documentation of processes, known issues, resolution and decisions
- Assist stakeholders in managing and executing the uploading of solutions related to the relevant grants
- Draft clear and professional communications for business stakeholders
- Inform and update system users/representatives of scheduled system maintenance downtime
- Help in status update and incident reports
- Compile statistic report from service tickets including issue type, resolution, and response time to help improve service quality
Essential Skills:
- Professional, technical support personality with clear communication skills
- Strong analytical and problem-solving skills
- Can communicate fluently in English
- Team player and has customer services abilities
- Possess right attitude to work, willing to learn and make conscious improvement
Nice-to-Have Skills:
- Relevant work experience in Agile delivery
- Relevant work experience in Singapore Public Sector
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
Learn more
Awards and recognition
Syncing your Virtusa Information
Syncing Complete
Exporting your personal Virtusa brand items
Export Complete
Check your downloads folder for files and implementation instructions.
Assets are now available in your profile for future editing and use.
Loading your existing headshots
Please select any one of the images below
Downloading Secure Assets
Signing out