Support Engineer L1/L2

As a Support Engineer at Infotel UK, you will play a crucial role in providing first and second-level support for various applications, ensuring efficient resolution of client issues. Your responsibilities will include: - Providing front-line support for application-related queries through phone, email, and chat - Diagnosing and troubleshooting client-reported issues, escalating when necessary for timely resolution - Documenting incidents, resolutions, and workflow processes in the support ticketing system - Collaborating with development and QA teams to identify recurring issues and drive solutions - Conducting root cause analysis and generating detailed reports on recurring issues - Assisting in user training and developing training documentation as required - Ensuring adherence to SLAs and maintaining a high level of customer satisfaction To be successful in this role, you should have: - Proven experience as a Support Engineer or in a similar customer-facing role - Strong understanding of application support cycles, L1 & L2 procedures, and troubleshooting methodologies - Knowledge of SQL databases and ability to run queries for issue resolution - Experience with help desk ticketing systems and ITIL processes - Excellent communication and interpersonal skills - Problem-solving mindset with a proactive approach to issue identification - Ability to work both independently and collaboratively within a team - Technical certifications such as ITIL or CompTIA would be advantageous In addition to the challenging role, Infotel UK offers the following benefits to its employees: - Family Leave (Maternity, Paternity) - Training & Development opportunities - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off including Vacation, Sick & Public Holidays The work environment at Infotel UK is described as stimulating, creative, and open, fostering teamwork, mutual trust, and fairness. The company culture promotes open dialogue, candid feedback, and enduring relationships, treating each employee with dignity and respect. This environment provides ample learning opportunities for personal and professional growth within the organization.,