Technical Support Agent (Level 2)
INPUT OUTPUT HONG KONG - "IOHK"
Description The Professional Services Group at IO Global is working with the Ethiopian education ministry on a blockchain-based digital-ID system. The system will track the grades and educational attainment of students, teachers, and school leaders. As an L2 Technical Support Agent you will diagnose and troubleshoot software and hardware problems for users of the system. You will work closely with engineers and the L1 support team. Your mission As an L2 Technical Support Agent you will help to resolve complex incidents escalated by L1 support in collaboration with development teams. You will mentor less experienced colleagues and help create and distribute knowledge between teams including technical support, product development, and engineering. Your duties will include Helping to resolve complex incidents escalated by L1 Researching, reproducing, and troubleshooting all technical issues Analyzing root causes, and documenting issues and workarounds Coaching and mentoring less experienced team members Working with teams from technical support, quality assurance, engineering, sales, marketing, operations, and administration Preparing accurate and timely reports for managers Documenting support issues and contributing to the IOG knowledge base in the form of articles, instructions, videos, and FAQs.
Ethiopia : Addis Ababa
2022-01-24
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