Enhancesys - L2 Support Engineer - Ticketing System

Description

We are looking for a skilled L2 Support Engineer with 1-3 years of hands-on experience in technical support and issue resolution.You will serve as the Second level contact point for unresolved issues from the L1 team, working closely with L1 teams, developers, and system administrators to ensure high-quality service delivery and system reliability.

Key Responsibilities

• Handle escalations from L1 team , perform troubleshooting of the bugs and fine RCA.
• Ensure timely resolution of escalated service tickets and meet service level agreements (SLAs)
• Collaborate with engineering and development teams to report bugs, software defects, and identify areas for product improvements.
• Monitor systems and services proactively to prevent downtime or performance degradation
• Perform Deployments and maintenance activities.
• Work on a rotating shift schedule to provide continuous support for the :
• Bachelors degree in Computer Science, InformationTechnology, or related field, or equivalent work experience.
• 1-3 years of experience in IT/Technical Support (L2 or equivalent role).
• Strong troubleshooting skills in Linux/Windows/Unix, and databases.
• Familiarity with at least one programming language and scripting (Bash, PowerShell) to automate tasks and troubleshoot issues.
• Strong communication skills, both written and verbal.
• Ability to work effectively under pressure and handle high-priority issues.
• Occasional travel may be required for customer visits or internal training.
  

Preferred Skills (Optional)

• Experience with scripting languages (e.g.,PowerShell, Linux script).
• Knowledge of Postman API, SoupUI, MongoDB, SQL, Jenkins
• Experience with monitoring tools (e.g., Grafana).
  

(ref:hirist.tech)