Premier Technical Support Specialist - L2

Premier Technical Support – L2 Role

Location:

Working Hours:

Key Responsibilities

1. Floor Support for All Queries

Deliver immediate support for technical, process, or policy-related queries to ensure smooth day-to-day operations.

• Clarify SOPs and troubleshooting procedures
• Assist with part compatibility and usage queries
• Guide teams on tool navigation and technical platforms

2. Escalation Handling (On Call & Off Call)

Take ownership of escalated cases, both during and outside calls, ensuring timely and effective resolution to protect customer experience and brand reputation.

3. Unit Collection & Field Support

Manage the collection and coordination of defective or repeat-failure units to enable root cause analysis and faster resolution.

4. Root Cause Analysis (RCA)

Drive continuous improvement by investigating escalations, identifying root causes, and suggesting preventive actions.

5. KPI Management

Monitor and manage assigned technical KPIs, ensuring consistent support performance and alignment with service goals.

Qualifications & Skills

• Degree in

  Information Technology

  ,

  Hardware

  , or a related field
• Strong technical knowledge in

  hardware troubleshooting

  : laptops, desktops, headphones, keyboards, and accessories
• Excellent

  communication

  and

  customer service

  skills
• Prior experience in an

  L2 technical support

  or

  field support

  environment is a strong plus
• Comfortable working in a

  6-day workweek setup

Is This Role Right for You?

This role is for you if:

• You have

  4+ years

  of experience in tech support (L2 or similar)
• You enjoy solving real-time issues and guiding engineers
• You’re confident in handling escalations and field support scenarios
• You're ready to work from the office in

  Bangalore

  , six days a week