L2 Support Engineer

7 days ago


Bengaluru, Karnataka, India Tekvaly Full time
We are seeking a talented and experienced L2 Support Engineer to join our growing technical support team.

You will play a critical role in providing exceptional technical support to our customers, resolving complex technical problems, and ensuring their satisfaction.


Responsibilities :

  • Diagnose and troubleshoot escalated technical issues from L1 support engineers.
Perform root cause analysis to identify the underlying cause of technical problems.

  • Research, analyze, and implement solutions to resolve complex technical issues within defined Service Level Agreements (SLAs).
  • Collaborate with product development and engineering teams to identify and implement longterm solutions.
  • Document technical solutions and procedures for knowledge sharing and future reference.
  • Provide clear and concise technical explanations to customers, both verbally and in writing.
  • Effectively communicate with customers to understand their needs and manage their expectations.
  • Continuously learn and stay uptodate with the latest technologies and products supported.
  • Identify opportunities for process improvement within the support organization.
  • Contribute to a positive and collaborative work environment.


Qualifications :


  • 46 years of experience in technical support, with a focus on L2 or similar roles.
  • Strong understanding of networking concepts and protocols (TCP/IP, DNS, etc.).
  • Experience troubleshooting hardware and software issues.
  • Proficiency in a ticketing system and other relevant support tools.
  • Excellent problemsolving and analytical skills.
  • Strong communication and interpersonal skills, with the ability to build rapport with customers.
  • Ability to work independently and as part of a team.
  • Excellent written and verbal communication skills.
  • A customercentric approach with a focus on providing exceptional service.
Educational

Qualifications :

Bachelor's/Master's
)

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