L2 Support - Application

3i Infotech Limited; Thane; On-site; INR 350,000 - 550,000; Full time

Job summary

3i Infotech Limited is seeking an L2 Support professional to handle incident logging, ticketing, and escalation while coordinating with cross-functional teams. The role emphasizes clear communication, structured problem-solving, and timely follow-ups from a night-shift roster.

The candidate should be comfortable with basic OS concepts, SQL, and Oracle, and be capable of documenting resolutions and monitoring support metrics. Prior experience with ticketing tools is expected.

Qualifications

• Bachelor's degree in computer science, information technology, or related field preferred, but not required.
• Very good with SQL.
• Hands-on experience with Oracle preferred.

Responsibilities

• Respond to customer requests via email or ticketing systems.
• Gather information from databases and understand issues.
• Provide clear resolutions and escalate when needed.
• Maintain accurate incident records for reference.
• Work night shifts as per roster.
• Escalate complex issues to Level 3 with complete context.
• Monitor systems for alerts and generate performance reports.

Skills

Ticketing systems experience

Clear communication

Problem solving

Time management

Attention to detail

OS basics

Customer empathy

Education

Bachelor's degree in CS/IT

Strong SQL

Oracle experience

Tools

ServiceNow

Zendesk

Jira

TeamViewer/AnyDesk/RDP

Job description

Key Responsibilities of an L2 Support Role:

Incident Logging and Tracking:

• Responding to customer requests email or ticketing systems.
• Gathering relevant information from database and understanding the issue.
• Providing clear resolutions and escalation to relevant teams and tracking.
• Ensuring accurate records for future reference or escalation to higher support levels.
• Work in night shifts as per roster

Escalation Management:

• Escalating more complex or unresolved issues to Level 3 support teams.
• Providing all relevant information and context when escalating incidents.

Monitoring and Reporting:

• Monitoring systems for alerts, incidents, and potential issues.
• Generating reports or tracking metrics (e.g., response times, resolution times).

Skills & Competencies:

Technical Knowledge:

• Basic understanding of operating systems (Windows, Mac, Linux).
• Familiarity with common business software (e.g., Microsoft Office, email clients).
• Experience with ticketing systems like ServiceNow, Zendesk, or Jira.

Communication Skills:

• Clear verbal and written communication, especially when explaining technical information to non-technical users.
• Active listening and empathetic service skills.

Problem-Solving:

• Ability to think logically and troubleshoot common issues based on available resources.
• Ability to follow step-by-step procedures for diagnosing problems and resolving basic issues.

Time Management:

• Ability to handle multiple tasks and prioritize based on urgency.
• Ensure timely responses and follow-ups.

Attention to Detail:

• Accurately logging incidents and categorizing issues based on impact.
• Attention to user needs and ensuring quality service.

Educational Qualifications:

• A Bachelors degree in computer science, information technology, or a related field is preferred, but not always required.
• Very good with SQL
• Hands on experience with Oracle preferred

Experience:

• Typically requires 1-2 years of experience in IT support or a similar customer service role.
• Experience in handling support tickets is beneficial.
• Familiarity with customer service tools and troubleshooting methods is a plus.

Tools and Software Commonly Used:

• Ticketing systems: Symphony preferrable.
• Remote desktop software: TeamViewer, AnyDesk, Remote Desktop Protocol (RDP).
• Good to have Insurance domain knowledge.