Job Summary
Mantra Softech Pvt. Ltd. is looking for an experienced Technical Support Engineer (L2) to provide advanced application and product support while leading a technical support team. The ideal candidate should possess strong troubleshooting skills, leadership capabilities, and excellent communication skills to ensure timely issue resolution and high customer satisfaction.
This role involves diagnosing software and hardware issues, supporting application deployments, mentoring L1 engineers, and coordinating with cross-functional teams to deliver quality technical support.
Key ResponsibilitiesTechnical Support
- Troubleshoot software application and hardware-related technical issues.
- Diagnose and identify application, software, and hardware faults.
- Install, configure, and maintain software applications and related products.
- Provide technical assistance through calls, remote support, emails, and ticketing systems.
- Perform root cause analysis and provide permanent solutions.
- Guide customers through troubleshooting steps and ensure timely issue resolution.
- Follow up with customers to confirm successful resolution.
- Participate in application deployments, upgrades, and new feature rollouts.
- Test and evaluate new software versions and technologies.
- Maintain accurate technical documentation and support records.
Team Management
- Lead and mentor the Technical Support team.
- Assign, monitor, and track daily support activities.
- Review team performance and ensure SLA compliance.
- Conduct daily stand-up meetings and regular team reviews.
- Coordinate with Development, QA, Product, and Customer Success teams.
- Prepare daily, weekly, and monthly MIS reports.
- Coach team members on technical troubleshooting and customer handling.
- Promote a customer-first and service-oriented work culture.
Required Skills
- Strong knowledge of Windows and Linux operating systems.
- Experience in application installation, configuration, and troubleshooting.
- Hands-on experience with Remote Desktop, AnyDesk, TeamViewer, or similar remote support tools.
- Familiarity with help desk and ticketing tools.
- Good understanding of networking fundamentals.
- Strong analytical and problem-solving skills.
- Ability to handle multiple customer cases simultaneously.
- Excellent verbal and written communication skills.
- Strong leadership and team management abilities.
Qualification
- Bachelor's Degree in Computer Science, Information Technology, Computer Engineering, or a related field.
- Equivalent technical qualifications with relevant experience will also be considered.
Experience
- Minimum 3 years of overall IT experience.
- Minimum 1 year of experience in Technical Support (L2), Application Support, Product Support, or a similar role.
- Previous experience leading or mentoring a technical support team will be preferred.
Benefits
- Health Insurance
- Life Insurance
- Provident Fund (PF)
- Career Growth Opportunities
- Professional Learning & Development
Work Details
- Shift: Day Shift
- Working Days: Monday to Friday
- Work Location: Sola, Ahmedabad (Work from Office)
- Employment Type: Full-time
- Contract: 12 Months (Extendable based on performance)
Pay: ₹9,407.64 per month
Work Location: In person
