Senior Technical Support Professional

16 hours ago

Ajmer, Rajasthan, India beBeeProblemSolving Full time ₹ 5,00,000 - ₹ 10,00,000
L2 Level IT Support Specialist

Job Overview:

We are seeking a skilled and proactive L2 Engineer to join our technical team. The L2 Support Specialist will be responsible for handling escalated technical issues, providing in-depth troubleshooting, and ensuring smooth resolution of incidents that cannot be resolved at the L1 level.

  • Handle critical incidents, service requests, and escalations from the L1 support team.
  • Perform advanced root cause analysis and provide timely resolutions.
  • Monitor systems, applications, and infrastructure to ensure high availability and performance.
  • Collaborate with engineering teams, vendors, and other stakeholders for complex issue resolution.

Key Responsibilities include:

  1. Document solutions, knowledge articles, and update standard operating procedures.
  2. Provide guidance and mentoring to junior engineers.
  3. Participate in on-call rotations, incident response, and after-hours support as required.
  4. Ensure compliance with SLAs, policies, and security standards.
  5. Assist in system upgrades, patches, and maintenance activities.
  6. Identify recurring issues and recommend long-term solutions to improve service stability.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • 2–5 years of experience in IT support or technical engineering roles.
  • Strong knowledge of operating systems.
  • Experience with troubleshooting hardware, software, and infrastructure issues.
  • Familiarity with ITSM tools (ServiceNow, Jira, or similar).
  • Basic Knowledge of firewall, networking, and server administration is essential.

The ideal candidate will have strong analytical and problem-solving skills, excellent communication and customer-handling skills, and the ability to work independently and in a team environment under pressure.

Benefits:
  • Opportunity to work with a dynamic team.
  • Chance to develop skills in a fast-paced environment.
  • Competitive compensation package.
About Us:

We are committed to delivering exceptional service and quality results.

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