Technical Support Executive- L2

Hytech Professionals

4 - 6 years

3 - 6 Lacs

noida

Posted:2 days ago| Platform:

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Skills Required

product support l2 application support international technical support technical voice process ticketing technical support sla troubleshooting software support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Manage and resolve complex technical issues related to
Moodle LMS
, including configurations, integrations (Zoom, SSO), migrations, and version upgrades.
Handle
escalated issues
from Level 1 & Level 2 teams, ensuring timely resolution under defined SLAs.
Perform
data migration
activities: analysis, transformation, import, validation, and post-migration support.
Collaborate with
Business Analysts, Developers, System Admins, and Project Leads
for issue resolution and process improvements.
Conduct
root cause analysis
, troubleshoot recurring issues, and coordinate with the development team for fixes or patches.
Support
system performance optimization
, updates, and configurations on complex setups.
Maintain detailed documentation, incident reports, and contribute to the internal knowledge base.
Communicate effectively with international clients on technical issues and updates.
Assist in
testing new releases, patches, and upgrades
to ensure stability.
Mentor and guide support specialists to enhance troubleshooting and technical skills.

Preferred Skills:

Experience with
Moodle LMS
administration and troubleshooting.
Basic understanding of
Salesforce
and integration-related issue resolution.
Familiarity with
cloud infrastructure (AWS or similar)
and
data security/compliance (GDPR)
.
Strong communication skills and customer-centric approach.

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