Posted:4 weeks ago|
Platform:
Work from Office
Full Time
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.
Resolve complex technical issues escalated from L1 support regarding software, hardware, or specific tools.
Perform regular maintenance, updates, and configurations of tools and associated equipment to ensure optimal performance.
Work closely with development, QA, and other IT teams to diagnose and fix persistent or complex tool-related problems.
Create and maintain detailed documentation and knowledge base articles for support procedures and common issues.
Monitor tool performance, identify trends, and suggest improvements or upgrades to enhance efficiency.
Handle end-to-end incident management, including root cause analysis and communication with users, while meeting service level agreements (SLAs).
Escalate unresolved issues to L3 support or vendors when necessary.
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