L2 Support System Engineer

1 week ago

Noida, Uttar Pradesh, India Coders Brain Technology Pvt. Ltd. Full time

Job Description:

L2Support Job Location Noida / Work from Office / Night Shift Candidate Location Noida Responsibilities:

  • Agent receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action, and ensures that their tickets are resolved/closed out within the SLAs in the ticketing system.
  • Provides telephone support to end users on hardware XStore ORPOS software and other store system related issues.
  • Tracks takes ownership of issues, resolves issues, and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
  • Works with Level 3 and other escalation points to resolve technical issues.
  • Provides Remote Access Support through various VPN connections.
  • Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
  • Follows up with existing tickets/inquiries as appropriate.
  • Accurately classifies and records details of inquiries into a web-based ticketing system.
  • Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.


Must Have:
  • Strong team player
  • Excellent written and verbal communication skills.
  • The ability to learn quickly and independently.
  • Be passionate about helping people and resolving issues.
  • Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.
  • Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.
  • Strong interpersonal skills are required.
  • Ability to understand that user's needs are just as important as uncovering the technical solution.
  • Strong attention to detail, organizational skills, and ability to follow through.


Required Skills:
  • Minimum of 3 years experience in a customer/user support role.
  • Troubleshooting skills required.
  • Strong interpersonal communication and customer service skills.
  • Ability to quickly learn business applications and apply this knowledge to assist end-users.
  • Proficient in Windows 7 and use of the Internet.
  • Must have the ability to multitask and work well in a fast-paced team environment.
  • Must have strong analytical and problem-solving skills.
  • Ability to maintain a friendly, upbeat, and positive attitude.


Good to Have:
  • Minimum 2 years knowledge of Retail POS systems on Micros Xstore, at least version 7 of Xstore.
  • Knowledge in SQL Server 2012 or 2016 and databases.
  • Knowledge of Xstore functionality and structure.
  • Strong customer service verbal and written communication skills required.


customer service, service levels, ticketing, troubleshooting, communication skills

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