Cross Technology Service Delivery Field Support Engineer (L2)

About the role

The Cross Technology Service Delivery Field Support Engineer (L2) provides second‑line remote and onsite technical support to client infrastructures. You will proactively identify, diagnose and resolve incidents, ensuring service continuity and adherence to Service Level Agreements.

Key responsibilities

• Configure, install, test and maintain client infrastructure and associated software.
• Log and track incidents with detailed information, ensuring timely updates.
• Liaise with client IT teams, carriers and internal colleagues to accelerate problem diagnosis.
• Investigate second‑line support calls, determine root causes and apply knowledge‑base solutions.
• Escalate unresolved issues to L3 Field Engineers or third‑party vendors.
• Maintain accurate records of configuration items, changes and resolutions.
• Provide both remote and onsite field engineering services.
• Follow handover procedures for shift changes to guarantee service continuity.

Required profile

• Strong verbal and written communication skills.
• Ability to plan activities and projects, adapting to changing circumstances.
• Positive attitude and teamwork orientation.

Required skills

• Incident Management
• Remote Support
• Onsite Support
• Field Engineering
• SLA Management