L2 Support Engineer

6 days ago

Bengaluru, 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 long-term 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 up-to-date 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 :

- 4-6 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 problem-solving 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 customer-centric approach with a focus on providing exceptional service.

Educational Qualifications : Bachelor's/Master's

(ref:hirist.tech)

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