Technical Support Engineer (L2)

Overview

Job Summary:

We are seeking a skilled and motivated Technical Support Engineer - L2 to join our dynamic support team. In this role, you will be responsible for resolving complex technical issues, providing advanced support to our customers, and ensuring high levels of customer satisfaction. You will work closely with other support engineers, product teams, and customers to troubleshoot and resolve issues, contribute to knowledge base articles, and enhance our support processes.

Key Responsibilities:

1. Customer Support:

Ø Provide second-level technical support to customers via phone, email, and remote sessions.

Ø Diagnose and resolve complex technical issues related to software, hardware, and network configurations.

Ø Escalate unresolved issues to Level 3 support or appropriate teams as necessary, ensuring timely resolution.

2. Technical Troubleshooting:

Ø Analyse logs, error messages, and system configurations to identify root causes of issues.

Ø Utilize debugging tools and techniques to perform thorough investigations.

Ø Reproduce customer issues in a lab environment to understand problems and develop solutions.

3. Documentation and Knowledge Management:

Ø Document troubleshooting steps and resolutions in the ticketing system.

Ø Create and update knowledge base articles to assist customers and support staff.

Ø Share knowledge with team members through training sessions and collaboration.

4. Product Knowledge:

Ø Maintain deep understanding of company products and services.

Ø Stay updated on new features, functionalities, and technology trends.

Ø Provide feedback to product development teams regarding customer issues and enhancement requests.

5. Customer Interaction:

Ø Communicate effectively with customers, ensuring clear and concise information is provided.

Ø Manage customer expectations and ensure satisfaction through proactive communication.

Ø Follow up with customers to verify that issues are resolved, and satisfaction is achieved.

6. Process Improvement:

Ø Identify areas for improvement in support processes and suggest enhancements.

Ø Participate in the development and implementation of new support tools and processes.

Ø Collaborate with cross-functional teams to drive process improvements and product enhancements.

Qualifications:

Education: Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.

Experience:

Ø Minimum of 3-4 years in a technical support or related role.

Ø Experience with troubleshooting software, hardware, and network issues.

Ø Experience supporting enterprise-level customers is a plus.

Technical Skills

Ø Proficiency in operating systems (Windows, Linux, macOS).

Ø Strong understanding of Networking Concepts (TCP/IP, DNS, Active Directory-Domain Controller, VPN)

Ø Strong understanding in Firewalls (Sophos, FortiGate etc.)

Ø Strong understanding in Microsoft Products (Email Migration, Outlook, Microsoft Office 365 Admin Panel etc.)

Ø Familiarity with databases (MSSQL, MySQL etc.)

Ø Knowledge of Biomatrix, EPABX

Ø Experience with support ticketing systems and remote support tools.

Soft Skills:

Ø Excellent problem-solving and analytical skills.

Ø Strong verbal and written communication skills.

Ø Ability to work independently and within a team.

Ø High level of customer service and interpersonal skills.

Certifications:

Ø Relevant certifications (Network+, Microsoft Certified: Azure Administrator, CCNA etc.) are advantageous.

Working Conditions:

Ø Ability to work in a fast-paced, high-pressure environment.

Ø Flexibility to work outside normal business hours, including weekends and holidays, if required.

Ø Remote work may be available depending on company policies and job requirements.

Benefits:

Ø Competitive salary and performance-based incentives.

Ø Professional development opportunities and tuition reimbursement.

Ø Opportunities for professional growth and career advancement.

Ø Training and development programs.

Job Type: Full-time

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Paid time off

Shift:

• Day shift

Work Days:

• Weekend availability

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 1 year (Preferred)
• total work: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: In person