Role Overview
The L2 Technical Support Engineer is responsible for handling advanced technical issues that cannot be resolved by Level 1 (L1) support. This role involves troubleshooting, root cause analysis, and collaborating with internal teams to ensure timely resolution of customer issues.
Key Responsibilities
- Handle escalated tickets from L1 support with deeper technical analysis
- Diagnose and resolve complex software, hardware, or network issues
- Perform root cause analysis (RCA) and document solutions
- Work closely with development, QA, and infrastructure teams
- Monitor system performance and identify recurring issues
- Maintain SLA compliance for incident resolution
- Create and update knowledge base articles and SOPs
- Provide technical guidance and mentoring to L1 support engineers
- Participate in on-call or shift rotations (if required)
Required Skills
- Strong troubleshooting and analytical skills
- Good understanding of:
- Operating systems (Windows/Linux)
- Networking fundamentals (TCP/IP, DNS, VPN)
- Databases (MySQL, SQL Server, etc.)
- Experience with ticketing tools (e.g., Jira, ServiceNow, Zendesk)
- Familiarity with logs analysis and debugging
- Basic scripting knowledge (Python, Bash, or PowerShell preferred)
- Excellent communication and documentation skills
Preferred Qualifications
- Bachelor’s degree in Computer Science, IT, or related field
- 2–5 years of experience in technical support or system administration
- Certifications (optional but valuable):
- ITIL
- CompTIA A+
- Microsoft Certified: Azure Fundamentals
Key Performance Indicators (KPIs)
- Ticket resolution time (TAT)
- First-time resolution rate
- SLA adherence
- Customer satisfaction (CSAT)
- Reduction in repeat incidents
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹50,000.00 per month
Benefits:
- Food provided
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
