Trainee L2 Support Engineer

L2 Support Engineer

Working in Level 1/2 support environment, the Level 2 Support Engineer is an individual that is capable of addressing a large majority of support issues raised by the Level 1 and StayinFront customers via Phone, Email, and Ticketing portal.

Responsibilities:

• Resolve all Level 1/2 issues or provide a suitable workaround within a specific time period. Ensure all emails and calls are answered in a timely manner and follow up on each issue to closure.
• Identify the root cause of issues and data defects.
• Escalate issues as needed to Level 3 within a specific time period and follow up with a view to close.
• Ensure all tickets meet the targets for resolution, escalation, documentation, and completion.
• Deliver world-class support to StayinFront customers by being responsive, proactive, and professional in all interactions.
• Meeting SLAs and other customer satisfaction targets.
• Monitoring and maintaining the production environments.
• Daily administration and support of StayinFront applications and servers.
• Document and maintain all issues in the provided system for future references. Also, document FAQs, Best practice guidelines and Knowledge base articles.
• Follow up on and take responsibility for unresolved issues and escalations.
• Perform other duties as assigned.
• Able to work in rotational shifts

Essential Qualifications:

• Bachelor's in Computer Applications / BCA Required.

Essential Requirements:

• Outstanding organizational skills and the ability to work in a team environment.
• Ability to effectively prioritize and escalate customer issues as required.
• Ready to work flexible shifts
• Ability to work independently and complete assigned tasks under limited supervision.
• Highly self-motivated with a keen attention to detail.
• Strong problem-solving skills.

Perks and Benefits

• Exposure to working in a Global Client Support environment
• Annual Retention Bonus
• Fair Appraisal and Promotions
• Career advancements
• Timely Rewards and Recognition
• Work-Life Balance
• Health Insurance benefits

Job Types: Full-time, Permanent, Fresher

Pay: ₹180,000.00 per year

Benefits:

• Commuter assistance
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Shift:

• Day shift
• Evening shift
• Morning shift
• Night shift
• Rotational shift

Work Days:

• Monday to Friday

Application Question(s):

• Are you located in Gandhinagar / Ahmedabad or near by these cities?
• Are you willing to work in rotational shifts?
• Have you done your Bachelor's with BCA / Computer Engineering Field?

Work Location: In person