Tools Support L2 Professional

5 - 10 years

3 - 6 Lacs

Posted:4 weeks ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Experience:

5 Years
  • Experience on Summit & solarwinds
  • Exp 5 yrs
  • Tech / B.E/ Technical Grads.

A Tools Support L2 Professional provides second-tier technical support for internal or external software tools, troubleshooting and resolving escalated issues, documenting processes, collaborating with other teams, and maintaining tool performance. Responsibilities include advanced problem-solving, maintaining a knowledge base, and potentially conducting tool integrations, with an expectation of excellent communication, technical skills, and the ability to work under pressure.

Key Responsibilities

  • Advanced Troubleshooting:

Resolve complex technical issues escalated from L1 support regarding software, hardware, or specific tools.

  • Maintenance & Updates:

Perform regular maintenance, updates, and configurations of tools and associated equipment to ensure optimal performance.

  • Collaboration:

Work closely with development, QA, and other IT teams to diagnose and fix persistent or complex tool-related problems.

  • Knowledge Management:

Create and maintain detailed documentation and knowledge base articles for support procedures and common issues.

  • Performance Monitoring:

Monitor tool performance, identify trends, and suggest improvements or upgrades to enhance efficiency.

  • Incident Management:

Handle end-to-end incident management, including root cause analysis and communication with users, while meeting service level agreements (SLAs).

  • Escalation:

Escalate unresolved issues to L3 support or vendors when necessary.

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CMS It Services

IT Services and IT Consulting

Bengaluru Karnataka

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