L2 Support Engineer - Ticketing System

Description

Key Responsibilities

• Handle escalated technical issues from L1 support teams.
• Troubleshoot software, system, network, and application-level problems.
• Diagnose root causes and provide quick, effective resolutions.
• Coordinate with development and infrastructure teams for issue resolution.
• Document issues, solutions, FAQs, and support processes.
• Install, configure, and update applications as required.
• Monitor system health and respond proactively to alerts.
• Provide remote assistance to clients and internal teams.
• Ensure SLA adherence and deliver high-quality customer support.
  

Required Skills & Qualifications

• Strong understanding of operating systems (Windows/Linux).
• Experience in troubleshooting applications, servers, and networks.
• Familiarity with SQL queries, logs, monitoring tools, and ticketing systems.
• Good knowledge of APIs, basic scripting, or debugging tools.
• Strong analytical, communication, and customer-handling skills.