L2 Support Engineering Velocity Clinical Research, Inc.

2.0 - 6.0 years

0 Lacs

hyderabad, telangana

On-site

As a member of Velocity Clinical Research, you play a crucial role in our commitment to delivering innovative medical treatments to patients. We value excellence in patient care, high-quality data, and fully integrated research sites. By aligning our values and behaviors, we provide our employees with the support they need to uphold our brand promise. At Velocity, we prioritize the success of clinical trials by generating high-quality data from a wide range of patients while ensuring exceptional patient care at every stage. We believe that talented individuals, whether new to clinical research or seasoned veterans, have the opportunity to excel within our organization. Joining our team comes with a range of benefits including medical, dental, and vision insurance, paid time off, company holidays, a 401(k) retirement plan with company-match, and an annual incentive program. The role of an L2 Support Engineer at Velocity involves monitoring, analyzing, and troubleshooting daily issues to ensure seamless operations. Responsibilities include logging, tracking, and managing Incidents and Service Requests, as well as utilizing Incident logging and Bug tracking tools to document customer incidents efficiently. L2 Support Engineers are expected to resolve issues by researching documentation, troubleshooting hardware and software, guiding clients through corrective steps, and escalating problems when necessary. Additionally, they document and track all received requests in the incident management system, schedule onsite technicians for hardware repairs, and identify priority tickets to meet key performance indicators. Key skills for this role include excellent communication, experience in documented processes and workflows, maintaining a Runbook for immediate resolutions, and utilizing knowledge bases for solutions. L2 Support Engineers should be proficient in handling break/fix configuration issues, guiding customers on troubleshooting, and assisting with software installations and repairs. Candidates for this position should have a Bachelor's degree in Management Information Systems, Computer Science, IT, or an equivalent field. Please note that the Job Description provided is a general overview of the position's function and is subject to change as per the Company's needs and evolving circumstances. All employees are expected to fulfill their duties to the best of their abilities and as requested by management.,

Posted 4 days ago

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