99 L2 Support Jobs

Proficient in ETL tools (e.g., Abinitio, Informatica PowerCenter, Talend), SQL query writing, database management (Oracle, SQL Server), schedulers (Control Center, Control M) Ability to lead and mentor a team of ETL support specialists

Provide expert-level technical support to resolve complex hardware, software, and network issues escalated from L1 and L2 teams. Perform in-depth troubleshooting and root cause analysis to identify the underlying causes of critical incidents. Develop and implement permanent solutions, including patches, workarounds, and configuration changes. Collaborate with development teams, vendors, and other IT departments to resolve issues and implement solutions. Manage and maintain critical IT infrastructure and applications to ensure stability and reliability. Monitor system performance, identify potential issues proactively, and implement preventative measures. Create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting procedures, and system architecture diagrams. Provide guidance, mentorship, and training to L1 and L2 support engineers. Participate in on-call rotations to provide 24/7 support for critical incidents. Contribute to the development and improvement of support processes and procedures. Stay up-to-date with the latest technologies and industry best practices. May be involved in system design, implementation, and upgrades. Communicate effectively with customers and internal stakeholders regarding issue status and resolution. Key skills : Strong troubleshooting skills in Windows Experience with networking protocols, firewalls, VPNs, and security best practices . Hands-on experience with Active Directory, DNS, DHCP, Office 365, print server and cloud platforms (Azure) . Hands-on Experience with Microsoft Office 365 and Azure AD Proficiency in ticketing systems (Autotask) . Familiarity with virtualization technologies (Hyper-V, etc.) . Knowledge of SQL databases and scripting. Must have work experience with USA and Australia client Excellent communication and customer service skills.

Summary: The Salesforce Support Specialist is responsible for performing general declarative Salesforce administrative duties, assisting with the ongoing maintenance and development of the Salesforce instance, helping to deliver highquality enhancements, and providing 1st tier support for the organization. A Salesforce Admin provides day-to-day support, administration of Salesforce, maintain data cleanliness, and will generate/analyze simple to complex reports. Responsibilities: Lead on-site Salesforce support operations and ensure SLA adherence. Act as SPOC for coordination with Salesforce and peripheral systems. Drive faster issue resolution through cross-team collaboration. Understand architecture and integrations to guide troubleshooting. Support solutioning by advising on best-fit fixes and enhancements. Monitor SLAs, analyze breaches, and drive continuous improvements. Manage support workflows using JIRA/ManageEngine and maintain reporting. Identify recurring issues and recommend automation/process improvements. Stay updated with Salesforce and industry trends to suggest innovations. Promote documentation, SOPs, and knowledge sharing across the team. Preferred Experience/ Qualifications: 6+ years of professional experience as a Salesforce Administrator Degree in Information Technology or Computer Science. Degrees in similar analytical areas of study will also be considered. Salesforce Admin Certification is a MUST. Excellent communication skills and the ability to work as part of a team are essential. A successful candidate will also exhibit a strong desire to learn and understand all aspects of the companys operations and be able to interact directly with other departments. Highly organized with exceptional attention to detail. Ability to handle multiple priorities in a fast-paced environment. Certifications: Salesforce Certified Administrator or Salesforce Certified Platform App Builder (preferred). Project Management Professional (PMP) or Agile certification (preferred). Place of Posting: Candidates will be working out of Pune (Client site) and anywhere else subject to the organizations requirement.

Job Title: Network Support Engineer (IP/Ethernet) Experience: Min 3 Years Industry: Telecommunication / Internet Service Provider Location: Airoli , Navi Mumbai Shift: 24x7 Rotational (NOC Environment) Working days- 5 days Job Summary: We are seeking a Network Support Engineer with hands-on experience in IP/Ethernet networks, fault diagnosis, and service-level troubleshooting. The ideal candidate will have a strong background in Tier 2/3 support, network protocol analysis, and customer communication in a telecom-grade NOC setup. Key Responsibilities by Category: Experience Level 35 years in Network Operations within Telecom or ISP environments. Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels. Customer Circuit Support Provide Tier 2/3 support for escalated network and customer incidents. Communicate directly with enterprise customers, offering timely updates and resolutions. Network Equipment Support Configure, install, and maintain network devices (Routers, Switches, NIDs). Work with platforms such as Juniper /Cisco/Nokia/Ciena/Accedian. Protocol Troubleshooting Diagnose and resolve issues related to BGP, MPLS, Ethernet Switching, VLANs, STP, LAG. Utilize CLI and SNMP-based tools for analysis and troubleshooting. Fiber Testing & Diagnostics Conduct RFC 2544 testing and validate network throughput. Assist field engineers with OTDR testing for fiber faults. NOC Monitoring & Escalation Monitor alarms and performance metrics in a 24x7 NOC environment. Escalate complex issues to senior engineering teams or external vendors. Documentation & Reporting Log diagnostics, resolutions, and RCA in ticketing systems. Maintain clear inciddent reports and resolution timelines. Collaboration Coordinate with Field Engineers, Provisioning, and Engineering teams. Liaise with third-party vendors for hardware troubleshooting and escalations. Customer Communication Provide professional, timely, and clear communication to customers and internal stakeholders. Maintain high standards in both written and verbal communication. Technical Proficiency Hands-on experience with Juniper, Cisco, Nokia, Accedian, Ciena. Exposure to Telco infrastructure, FTTx, DWDM is a plus. Certifications (Preferred) Cisco: CCNA/CCNP, Juniper: JNCIA/JNCIS, Nokia certifications preferred. Tools & Testing Experience Experience with OTDR, iPerf, Wireshark, RFC 2544, and vendor-specific diagnostic tools. Soft Skills Strong analytical, troubleshooting, and documentation abilities. Calm and effective under pressure in high-availability environments. Communication Excellent verbal and written English communication skills. If interested then kindly share your updated CV at kajal.p@genxhire.in or 77188 96527.

Primary responsibilities will include: Providing Level 1/Level 2 product support to customer issues Investigating, resolving, and providing root cause analysis on reported application issues Using SQL scripts for creating queries and troubleshooting stored procedures Using SQL profiler to identify the root cause Effectively communicating timely updates to customers through appropriate incident tracking tools Quickly establishing rapport, gaining and maintaining credibility with diverse audiences Coordinating between customers, development team and internal support teams while working on customer issues. Efficiently coordinating with the internal and external stakeholders Working with the customers to gather product requirement, analyzing and documenting before it is passed on to the product management team for next steps Escalating issues as and when needed to Level II/Level III analysts or with the development teams for resolutions Following established guidelines and industry best practices to resolve customer issues The Candidate: Required skills/qualifications: Should have a minimum of 0-2 years of experience in application support Willingness to work night shifts Strong written and oral communication skills Good documentation skills and ability to communicate with the customer in a professional manner Fluency in written and spoken English

Hi, Greetings from the IDESLABS, Urgent Requirement for Customer service Support. Location:Pan India Mode of work:Hybrid Employment Type:C2H JD: Client Support - L1/L2 support First level communication Through ticketing tool/ Teams / Zoom Calls responding to any issues for end Users (located in US / Ukraine). These are clients of Mede or internal teams.Collaborate with l2/ L3 teams in case of high severity outages DBA s, Dev, IRC team and BA sFirst level issue investigation on any Website outages reported by the end users.Candidate to be well versed in User provision Password resets, new passwords, User a/c activation/ Deactivation repare and present Weekly status report to client.Role requires working in Night shift (9:30 pm / IST to 6:30am/IST) on alternate week.Excellent communication skills to communicate with end users. POSITION GENERAL DUTIES AND TASKS : Client Support - L1/L2 support First level communication Through ticketing tool/ Teams / Zoom Calls responding to any issues for end Users (located in US / Ukraine). These are clients of Mede or internal teams. Collaborate with l2/ L3 teams in case of high severity outages DBA s, Dev, IRC team and BA s First level issue investigation on any Website outages reported by the end users. Candidate to be well versed in User provision Password resets, new passwords, User a/c activation/ Deactivation repare and present Weekly status report to client. Role requires working in Night shift (9:30 pm / IST to 6:30am/IST) on alternate week. Excellent communication skills to communicate with end users.

Greetings from Peoplefy Infosolutions !!! We are hiring for one of our reputed MNC client based in Pune. Qualifications: Bachelors degree in computer science, Information Technology, Engineering, or related field, or equivalent work experience. English fluent (B2 C1) Job Description Missions: Perimeter: All Business application Worldwide in production. Resolve incident in a short time to give to the Business the best Quality. To work transversely with other service lines and business entities to meet the key performance indicators. Continuous improvement by participating to Problem management. The main activities are: Contribute to incident resolution, service request completion and Change implementation Participate to patching activities Shift Structure: The support team operates 24/7, with shifts organized to ensure continuous coverage. Shifts are typically 8 hours long, with rotations to cover day, evening, and night shifts. Flexibility to work weekends and holidays as part of the shift rotation is required. Technical Skills: Operating Systems: Proficiency in Windows and Linux Hardware Knowledge: Familiarity with servers, storage devices, and other hardware components. Troubleshooting: Ability to diagnose and resolve software, Operating Systems issues. Scripting and Automation: Skills in scripting languages like Python, PowerShell, or Bash to automate tasks Virtualization: Basic knowledge of VMware, Hyper-V, or other virtualization technologies Database Management: Basic knowledge of SQL and database management systems Interpersonal Skills: Customer Service: Strong communication skills to explain technical issues to non-technical users Problem-Solving: Analytical skills to diagnose and resolve issues efficiently Time Management: Ability to prioritize tasks and manage time effectively Team Collaboration: Working well with other team members and departments Adaptability: Willingness to learn new technologies and adapt to changing environments Additional Skills: Technical Documentation: Writing clear and concise documentation for troubleshooting and procedures Security Awareness: Understanding of basic cybersecurity principles to protect systems and data Benefits: Career development and training opportunities. Friendly, collaborative work environment with opportunities to make an impact. KEY EXPECTED ACHIEVEMENTS: Provide 1st and 2nd-level support for applications and middlewares to ensure smooth business operations. Respond promptly to service requests and incidents, providing detailed solutions or escalations as needed. Change Management: Participation in the change management process Problem Management: Participation in the analysis of root causes of incidents Monitor application performance and perform necessary maintenance and upgrades. Create, maintain, and manage knowledge base articles and documentation for internal and end-user support. Collaborate with cross-functional teams to improve application functionality and efficiency. Perform system diagnostics, software configuration, and basic database queries to resolve issues. Monitor and report on application metrics, including uptime, performance, and user satisfaction. Interested candidates for above position kindly share your CVs on pranita.th@peoplefy.com with below details - Experience : CTC : Expected CTC : Notice Period : Location :

Role & responsibilities L2 Support with PL SQL Development 4 to 6 yrs able to write queries Preferred candidate profile

Role & responsibilities Provide Level 2 (L2) support for network incidents and service requests escalated from the L1 team. Monitor and troubleshoot LAN, WAN, WLAN, and VPN connectivity issues using tools like SolarWinds, Wireshark, or PRTG. Configure, manage, and troubleshoot routers, switches, firewalls (e.g., Cisco, Fortinet, Palo Alto), and load balancers. Perform root cause analysis of recurring issues and implement permanent fixes. Maintain network documentation including diagrams, configurations, and change logs. Coordinate with ISPs and vendors for circuit and hardware-related issues. Work on network performance tuning and capacity planning. Participate in network upgrades, migrations, and patch management activities. Support network security policies and compliance standards (e.g., ISO, ITIL, PCI). Ensure timely resolution of incidents as per SLA and escalate to L3/network architect when necessary. Provide on-call support and assist during maintenance windows or critical outages . Preferred candidate profile 4+ years of experience in network support with solid understanding of networking protocols and devices. Hands-on experience with Cisco or other major networking hardware. Good knowledge of TCP/IP, DNS, DHCP, BGP, OSPF, VLANs, and ACLs. Familiarity with network security tools and firewall configurations. Certifications like CCNA, CCNP (but not mandatory).

Role & responsibilities Provide Level 2 (L2) support for network incidents and service requests escalated from the L1 team. Monitor and troubleshoot LAN, WAN, WLAN, and VPN connectivity issues using tools like SolarWinds, Wireshark, or PRTG. Configure, manage, and troubleshoot routers, switches, firewalls (e.g., Cisco, Fortinet, Palo Alto), and load balancers. Perform root cause analysis of recurring issues and implement permanent fixes. Maintain network documentation including diagrams, configurations, and change logs. Coordinate with ISPs and vendors for circuit and hardware-related issues. Work on network performance tuning and capacity planning. Participate in network upgrades, migrations, and patch management activities. Support network security policies and compliance standards (e.g., ISO, ITIL, PCI). Ensure timely resolution of incidents as per SLA and escalate to L3/network architect when necessary. Provide on-call support and assist during maintenance windows or critical outages. Preferred candidate profile 4+ years of experience in network support with solid understanding of networking protocols and devices. Hands-on experience with Cisco or other major networking hardware. Good knowledge of TCP/IP, DNS, DHCP, BGP, OSPF, VLANs, and ACLs. Familiarity with network security tools and firewall configurations. Certifications like CCNA, CCNP (but not mandatory).

The time for our sector is now, and we therefore are looking for Technical Support Manager to join our team. If you are ready for a challenge, and are passionate about what you do, then we want to hear from you. Years of Experience : 12 - 18 years of International Technical Support Voice Experience Required Skills: The candidate should have the below skill sets, Have excellent communication skills both written and spoken english Have excellent analytical skills & quick to think on their feet Good customer service skills Time management, efficiency, the ability to meet deadlines and work with minimal supervision are all important Have a logical approach to problem solving look for the simplest / most elegant solution to a problem Should be flexible with Rotational Shifts & rotational week offs Responsibilities: 1. Team Leadership: Lead and supervise a voice technical support team, ensuring effective communication and collaboration. Foster a customer-focused and service-oriented culture within the team. 2. Call Center Operations: Oversee the day-to-day operations of the voice support call center. Monitor call queues, agent performance, and service levels to meet or exceed set targets. 3. Training and Development: Conduct ongoing training sessions for voice support representatives to enhance their technical skills and customer service abilities. Ensure that team members are well-versed in product knowledge and troubleshooting techniques. 4. Quality Assurance: Implement quality assurance programs for voice support interactions to maintain high standards of service. Regularly review and assess recorded calls for accuracy, professionalism, and adherence to established procedures. 5. Performance Metrics: Set and track key performance indicators (KPIs) related to voice support, such as average handling time, first-call resolution, and customer satisfaction scores. 6. Customer Escalations: Handle escalated customer issues that require managerial intervention. Work closely with the team to address complex technical problems and ensure timely resolution. 7. Technology Management: Ensure that the voice support team has access to the necessary technology and tools to provide efficient assistance. Stay updated on advancements in voice support technologies and implement relevant solutions. 8. Documentation: Oversee the creation and maintenance of documentation for voice support processes, procedures, and frequently asked questions. 9. Shift and Schedule Management: Develop and manage schedules to ensure adequate coverage for voice support during business hours. Address staffing needs during peak call times or special circumstances. 10. Continuous Improvement: Identify areas for improvement in voice support processes and implement changes to enhance efficiency. Solicit feedback from customers and team members to drive continuous improvement initiatives. 11. Emergency Response: Develop and implement contingency plans for handling spikes in call volume, technical emergencies, or major incidents affecting voice support. Lead the team in responding promptly to critical issues. 12. Compliance and Security: Ensure that the voice support team adheres to compliance and security guidelines. Implement measures to protect sensitive customer information. 13. Cross-Functional Collaboration: Work closely with other departments, such as product development, to adda

Role & responsibilities We are hiring for a Production Support role involving L2/L3 support, Java/.NET stack, Splunk monitoring, and SRE practices. 24/7 rotational shift mandatory. Interested candidates can share your resume to sarvani.j@ifinglobalgroup.com

Roles and Responsibilities Manage daily operations of the NOC team, ensuring seamless delivery of services to customers. Oversee incident management processes, including root cause analysis and resolution of issues promptly. Provide technical support at both L1 and L2 levels for network-related problems. Coordinate shift management activities to ensure efficient use of resources and effective communication among team members. Develop strong leadership skills to motivate and guide a high-performing team.

Position : IT Support Engineer Permanent Role Work location : Chennai ( City office) Prime Location. Interview Process : Face to Face Mandatory Mode : Work from office / (Rotational Shifts) mandatory. RESPONSIBILITIES University degree in the field of computer science, information sciences, or related field and/or a minimum of 4 to 6 equivalent work experience. Exceptional knowledge of computer hardware. Deep-seated experience with Windows desktop operating systems. Working knowledge of a range of diagnostic utilities/ should have worked in MNC Companies. Solid relationship management and performance management skills. Ability to motivate and direct staff members and subordinates. Strong understanding of the organizations goals and objectives. Exceptional written and oral communication skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language to non-technical staff and end users. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. should be willing to work in rotational shits Looking for Short Joiners with Good Communication skills. And who is presently residing and working in chennai and who can take Face to Face intws need only apply: Mail : krishnan.g@talentfocuz.com

Greetings from KVC CONSULTANTS LTD! We are hiring for Technical Voice Process for a leading ITES MNC in Noida. ELIGIBILITY : - Graduates with minimum 18 months of Technical Support experience can apply. SALARY :- Upto Rs 5 LPA [Hike Based on Last Drawn] 5 days working Rotational shifts -- 24 / 7 --- 2 WEEK OFFS Perks & Benefits Both sides Cab -Excellent communication skills required. To discuss further on the hiring and to get your telephonic interviews scheduled kindly reach out to our' HR * HR Mahvish : 9628373766 * HR Simran : 9821182647 **NO PLACEMENT CHARGES**

Application Support - Banking domain LOS , Banking domain. NBFC Domain 2+ years 5 days working. Mumbai - Lower Parel

Looking for candidates having experince on java production,L2 0R L3 Support engineer, troubleshooting, JIRA,SQL, java application, technical support, Basic coding of java is mandate and debugging SQL query writing experince is mandate

Role & responsibilities • Responsible for maintaining the technical knowledge of the customer environment. • Responsible for updating the technical documents in the Support & Application Management knowledge base. • Analyze log files, provide corrective measures, and propose technical preventive solutions to the First Line team or the customer success associate. • Spar with project members about technical/functional workarounds in the model in case of defining a correction due to an incident. • May execute hotfixes in the model on Production environments. • Responsible for defining clear instruction (documentation and training) towards the front office team for incidents, service requests, or executing predictive maintenance. • Responsible for maintaining an internal Reference environment. • Contact 3rd party suppliers related to incidents or service requests. • Responsible to execute deployment of DELMIA Quintiq applications in the customer production environment to conform release instructions from the project team. • Provides input on new functional/technical opportunities to the Client Executive. • Help to improve the internal and external Continuous Services processes. • As part of the Continuous Services team, you will have direct contact with customers around the world regarding updates to their raised incidents or service requests. Preferred candidate profile Technical competencies: Basic understanding about Windows Server Operating Systems. Hands-on experience using Java/C++/C#.NET, PowerShell or similar object-oriented languages. Experience with databases like SQL Server or Oracle is nice-to-have. Experience with Log Analysis, application, and system performance analysis. Basic understanding of TCP/IP Networking would be added advantage. Previous experience with DELMIA Quintiq would be added advantage. Competence requirements: • Strong analytical and troubleshooting skills. • Persistence and pro-active attitude. • Creative problem-solving skills. • Problem management skills. • Customer and result-oriented. • Excellent communication skills. • Highly customer and result-focused. • Sense of Ownership • Service and quality focus/mindset • Excellent English reading, writing, and conversation. • Flexible (After completion of probation period it is expected to be ready to work in rotational shifts). Interested and eligible candidates can apply directly or can share their updated resume with the current CTC, expected CTC, and Notice Period on careers-in@thelogicfactory.com

Skill: L2 support (service desk/Technical support) Experience: 3+ Years Qualifications: BE/B.tech, Bsc, BCA Salary: 4.8 LPA Location: Bangalore Shift: 24/7 NP: Immediate Must have: L2 support Regards, Jaya 7338960689

Hands-on experience in NOC operations (incident management, monitoring tools, L1/L2 support coordination) • Exposure to monitoring platforms (e.g.SolarWinds, Zabbix, Datadog, Splunk, Prometheus, or similar) • Comfortable working in rotational shifts Health insurance

JOB RESPONSIBILITIES : Collaborate with business users and stakeholders to gather and document functional requirements related to dealership operations (sales, service, parts, inventory, finance) Assist in the configuration and customization of DMS platforms Support end-to-end implementation of DMS modules, including data mapping, testing and go-live activities Prepare detailed functional specifications, user manuals and training documentation Participate in UAT (User Acceptance Testing) and support clients during and after deployment Troubleshoot issues and coordinate with technical teams to ensure timely resolution. Monitor system performance and recommend enhancements based on user feedback. Provide L2 support to clients and be the interface between L2 and L3 wherever required. Provide client training for application usage and best practices wherever required. Flexibility to work in shift roster. WORK EXPERIENCE: Minimum 6 months experience in Business Process Analysis, Documentation, UAT, Application Design, Configuration, and Test Scenario Generation, Requirement gathering, Gap Analysis and Mapping. Good analytical and problem-solving skills Good communication skills in English and Hindi Experience of providing L2 Support

Summary: The Salesforce Support Specialist is responsible for performing general declarative Salesforce administrative duties, assisting with the ongoing maintenance and development of the Salesforce instance, helping to deliver highquality enhancements, and providing 1st tier support for the organization. A Salesforce Admin provides day-to-day support, administration of Salesforce, maintain data cleanliness, and will generate/analyze simple to complex reports. Responsibilities: Lead on-site Salesforce support operations and ensure SLA adherence. Act as SPOC for coordination with Salesforce and peripheral systems. Drive faster issue resolution through cross-team collaboration. Understand architecture and integrations to guide troubleshooting. Support solutioning by advising on best-fit fixes and enhancements. Monitor SLAs, analyze breaches, and drive continuous improvements. Manage support workflows using JIRA/ManageEngine and maintain reporting. Identify recurring issues and recommend automation/process improvements. Stay updated with Salesforce and industry trends to suggest innovations. Promote documentation, SOPs, and knowledge sharing across the team. Preferred Experience/ Qualifications: 6+ years of professional experience as a Salesforce Administrator Degree in Information Technology or Computer Science. Degrees in similar analytical areas of study will also be considered. Salesforce Admin Certification is a MUST. Excellent communication skills and the ability to work as part of a team are essential. A successful candidate will also exhibit a strong desire to learn and understand all aspects of the companys operations and be able to interact directly with other departments. Highly organized with exceptional attention to detail. Ability to handle multiple priorities in a fast-paced environment. Certifications: Salesforce Certified Administrator or Salesforce Certified Platform App Builder (preferred). Project Management Professional (PMP) or Agile certification (preferred). Place of Posting: Candidates will be working out of Pune (Client site) and anywhere else subject to the organizations requirement.

Job Title: Network Support Engineer (IP/Ethernet) Experience: 3-7 Years Industry: Telecommunication / Internet Service Provider Location: Mumbai Airoli Location Shift: 24x7 Rotational (NOC Environment) Job Summary: We are seeking a Network Support Engineer with hands-on experience in IP/Ethernet networks, fault diagnosis, and service-level troubleshooting. The ideal candidate will have a strong background in Tier 2/3 support, network protocol analysis, and customer communication in a telecom-grade NOC setup. Key Responsibilities by Category: Experience Level 35 years in Network Operations within Telecom or ISP environments. Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels. Customer Circuit Support Provide Tier 2/3 support for escalated network and customer incidents. Communicate directly with enterprise customers, offering timely updates and resolutions. Network Equipment Support Configure, install, and maintain network devices (Routers, Switches, NIDs). Work with platforms such as Juniper /Cisco/Nokia/Ciena/Accedian. Protocol Troubleshooting Diagnose and resolve issues related to BGP, MPLS, Ethernet Switching, VLANs, STP, LAG. Utilize CLI and SNMP-based tools for analysis and troubleshooting. Fiber Testing & Diagnostics Monitor alarms and performance metrics in a 24x7 NOC environment. Log diagnostics, resolutions, and RCA in ticketing systems. Hands-on experience with Juniper, Cisco, Nokia, Accedian, Ciena. Exposure to Telco infrastructure, FTTx, DWDM is a plus. Certifications (Preferred) Cisco: CCNA/CCNP, Juniper: JNCIA/JNCIS, Nokia certifications preferred. Tools & Testing Experience Strong analytical, troubleshooting, and documentation abilities. Note: Only candidates currently based in Mumbai are eligible to apply. Applications from other locations will not be considered . If interested please connect at WP/Mobile-7400498278 Email-ashish.u@genxhire.in

Location: Noida/ Mumbai/ Pune/ Bangalore Job Summary: L2 support Engineer for production application monitoring , and incident management resolution within defined SLAs. Involves works in shifts 24*7 Job Description: 4 to 5 years of experience in L2 support. Work in the L2 support team for production application monitoring and incident management resolution within defined SLAs. Involves works in shifts 24*7. Have some basic knowledge of monitoring tools like AppDynamics, Nagios, Kibana, ServiceNow, Jenkins, Postman. Have knowledge of writing basic SQL queries. Good Communication Skill is as there is direct client communication. Knowledge of Java/.Net will be an added advantage.

Job Purpose - This role offers individuals with foundational skills the opportunity to expand their knowledge in core IT administration, end-user computing, networking, and business-critical application support. RWS is focused on building a first-class internal IT operation that provides tools, procedures, methods, support, and infrastructure for a rapidly expanding global organization. This position requires working in shift-based schedules, providing support 24x5 with occasional evening and weekend work, with a planned expansion to 24x7 operations. The ideal candidate is highly motivated, customer-focused, and committed to service delivery excellence. Key Responsibilities - Respond to inbound emails, calls, and tickets from users experiencing technical IT issues (software and hardware), aiming to resolve them with a high level of customer service. Responsible for tracking incidents, managing change requests, and handling service requests from initial identification through to resolution, ensuring appropriate logging and escalation categories are used. Interact with users to resolve IT-related concerns, providing timely IT support in line with company SLAs. Deliver end-user IT support for internal RWS employees, ensuring a positive, consistent, and high-quality customer experience. Manage Service Desk (IVANTI) tickets to ensure timely resolution; end-user support may be provided through face-to-face interactions, phone, email, TeamViewer, or MS Teams. Perform basic and intermediate-level technical troubleshooting within defined scope. Ask targeted questions to users to quickly diagnose issues and escalate promptly if necessary. Monitor and track issues through to resolution (if within the scope of second-level support) within agreed time limits. Escalate complex incidents to appropriate higher-tier support in line with company processes to ensure customer needs are met. Support Windows operating system, software installations, and upgrades using SCCM. Troubleshoot environments including VMware vCenter, Windows Server, EMC SAN storage, and backup technologies. Plan and organize daily workload, prioritizing service calls and adjusting tasks to support high-priority operational requirements. Provide technical support using remote-control software, email, phone, or chat to RWSs global user base. Manage assigned issues through the Service Desk incident management system. Ensure the status and history of issues are accurately monitored, updated, and closed upon resolution. Adhere to policies and procedures, suggesting improvements to support processes for better service quality. Follow security processes in line with company policies and regulations. Maintain documentation, procedures, and standards, and submit asset information as required. Gather and document comprehensive information for escalation teams to conduct advanced investigations. Collaborate with teams such as Business Applications when resolution depends on application-side changes or fixes. Participate in ongoing development by engaging in ad-hoc project work as required. Skills & Experience - 4 – 6 years in an IT support environment. Windows Server (2012/2016/2019/2022). Microsoft Office, Active Directory, and Office 365. Windows Desktop (10/11) Microsoft Exchange Basic networking protocols (TCP/IP). Antivirus technologies. Internet technologies (WWW, FTP, Email, TCP/IP, VPN). Expertise across multiple ITSM toolsets. Proven ability to reduce call volumes through trend analysis and service improvements. Experience working in customer-focused environments. Strong troubleshooting and fault-finding skills. Ability to remotely guide users through IT systems to gather relevant information. Strong verbal and written communication skills (English). Professional and approachable email/telephone manner with excellent interpersonal skills. Proficiency in using email and Microsoft applications. Willingness to work in a shift-based schedule. Shift Timings - There will be a rotational shift timing as mentioned below - NASA - 8 :30 PM to 5 :30 PM (IST) APAC - 9 to 6 PM (IST) EMEA - 11 AM - 8 PM (IST) Split shifts - 4 PM to 1 AM and 2 PM to 11 PM (IST)