L2 Technical Support Product Support Engineer
About the Role:
As a Specialist in our IT support team, you will enhance our technology operations by providing more sophisticated support to internal users. Your contributions will be fundamental in ensuring seamless interactions between users and their IT tools, directly impacting productivity and user satisfaction.
Responsibilities:
• Diagnose and resolve more complex technical support issues.
• Participate in new hardware and software deployments.
• Document and escalate unresolved issues to higher-level support.
• Provide user training on basic IT tasks and software tools.
• Assist with network troubleshooting and minor configuration tasks.
• Maintain and update the IT inventory and asset management system.
• Support the implementation of new IT procedures and policies.
• Perform routine maintenance and updates on systems and software.
• Aid in incident response and recovery efforts.
• Generate reports on common support issues and resolutions.
Skills:
• Technical Troubleshooting: Proficient in resolving more complex technical issues.
• Communication: Enhanced skills for effective interaction with users and team members.
• Networking: Capability to assist and troubleshoot basic network configurations.
• Software Deployment: Competence in deploying standard software applications.
• Hardware Configuration: Advanced understanding of IT hardware setup and maintenance.
• Documentation: Detailed documentation and issue tracking.
• Customer Service: Strong user support and customer service skills.
• Problem Solving: Improved problem-solving capabilities for technical issues.
Level criteria T2 (for internal use only):
• Requires working knowledge and expanded conceptual knowledge in primary technical job family and broadens capabilities; has worked with and is proficient with current technologies
• Understands key business drivers and builds knowledge of the company, processes and customers
• Performs a range of technical assignments and solves moderately complex problems under guidance of established policies and procedures
• Receives a moderate level of guidance and direction
• Impacts quality of own work and the work of others on the team; may provide informal guidance to new team members
• Explains complex information to others in straightforward situations
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.