L2 Support Engineer (IT)

Radiant Info Solutions; New Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Radiant Info Solutions is looking for an experienced professional to provide L2 Support in Delhi. The role involves maintaining Networking systems, troubleshooting hardware issues, and managing critical customer communications. You will work closely with various stakeholders, provide on-site support as needed, and mentor less experienced team members. Strong skills in relationship management and root cause analysis are essential. This position offers an opportunity to engage in cross-functional projects and contribute to product development efforts.

Qualifications

• Experience in troubleshooting hardware issues.
• Ability to replicate customer environments and network problems.
• Strong customer communication and relationship management skills.

Responsibilities

• Maintain day-to-day operation of Networking systems.
• Provide L2 Support for VARs and enterprise customers.
• Manage critical customer issues and facilitate communication.

Job description

Responsible for the day-to-day maintenance of the Networking systems, including identifying the tasks and troubleshooting the issues and issues resolution or escalation. Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members. Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert.

Provide L2 Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.

• Troubleshoot complicated hardware issues, replicate customer environments and network problems in the organisation.
• Manage critical customer issues and facilitate communication between customers, escalation, and engineering.
• Participate in cross-functional tasks such as new product development projects, support readiness team and other documentation activities.
• Provide on-site support for customers when needed.