L2 Support Specialist

6 days ago

rajahmundry, India beBeeSupport Full time

Job DescriptionWe have an opening for a L2 Support Specialist role.This is a challenging opportunity to work in our Service Desk team, providing high-quality support to end-users and other Agency Service Desks/Help Desks.The successful candidate will be responsible for handling L2 issues reported with the Apps & Infra Helpdesk, including:Receiving calls, emails, and web-tickets from end-users and creating Incident tickets or Service Request tickets, logging all pertinent information.Tracking and classifying incoming incidents or service requests, attempting initial solutions.Providing initial assessment of categorization and prioritization for reported Incidents and Service Requests and providing initial support, targeting a higher level of first contact resolution.Ensuring Incidents and Service Requests are properly escalated and assigned to appropriate support groups.Performing hierarchical escalation to Service Desk Management and Incident Management.Providing communication to end-users concerning the status of Incidents, Service Requests, and Changes.Compiling data through Incident entry that will be used for management information and reporting.Maintaining ownership of Incidents, ensuring status update and resolution according to SLAs.Providing input to Service Desk Management regarding Continuous Improvement opportunities.Required Skills and QualificationsTo be successful in this role, you should possess:Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Able to work effectively in a fast-paced environment.Proven ability to provide high-quality support and resolve complex issues.BenefitsThis role offers a competitive salary and benefits package, including:Opportunities for professional growth and development.A collaborative and dynamic work environment.A comprehensive benefits package, including health insurance, retirement plan, and paid time off.Why Join Our Team?At our organization, we value our employees' contributions and offer a supportive and inclusive work environment. If you're passionate about delivering exceptional customer service and committed to continuous improvement, we encourage you to apply for this exciting opportunity.

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