L2 Support Engineer

3i Infotech; Thane; On-site; INR 402,000 - 536,000; Full time

Job summary

3i Infotech Limited is seeking an L2 Support professional in Thane, Maharashtra. The role involves logging incidents via email or tickets, tracking resolutions, and escalating complex issues to Level 3 while providing complete context.

You will monitor systems, generate performance reports, and ensure accurate records for future reference. The ideal candidate has 1–2 years in IT support, strong SQL and Oracle experience, and solid communication and time-management skills.

Qualifications

• Bachelor’s degree in CS/IT preferred but not strictly required.
• Very good SQL knowledge.
• Hands-on experience with Oracle preferred.

Responsibilities

• Incident logging and tracking for customer requests via email or tickets.
• Escalate complex issues to Level 3 with full context.
• Monitor systems and generate reports on response and resolution times.
• Maintain accurate incident records for future reference or escalation.
• Work night shifts as per roster.

Skills

Communication skills

Problem solving

Time management

Attention to detail

Active listening

Education

Bachelor's degree in CS/IT

SQL proficiency

Oracle experience

Tools

Symphony

TeamViewer

AnyDesk

RDP

Job description

Key Responsibilities of an L2 Support Role:

1. 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
2. Escalation Management:
   • Escalating more complex or unresolved issues to Level 3 support teams.
   • Providing all relevant information and context when escalating incidents.
3. 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.Role & responsibilities