L2/Technical Escalation Specialist/Immediate joiners Only/Chennai

Hiresquad; Chennai District; On-site; INR 1,400,000 - 1,800,000; Full time

Job summary

Hiresquad in Chennai seeks a Technical Escalation Specialist (Team Lead Level) to act as the primary escalation point for L1 or field teams, coordinating with L3 and vendors to resolve complex issues.

The role requires 3+ years of experience, strong networking and Linux knowledge, and experience in international voice support. You will manage end-to-end cases, maintain ticket notes, and ensure SLA adherence.

Qualifications

• Experience in Digital Signage troubleshooting is preferred
• Good Networking & Linux Knowledge
• Strong Hardware & Software troubleshooting Skills
• International Voice technical Support Experience

Responsibilities

• Act as the primary technical escalation point for L1 or field teams.
• Manage complex troubleshooting and coordinate with L3 or vendor teams.
• Ensure structured communication and ownership until case closure.
• Utilize defined tools, knowledge bases, and system access to support customers and technicians.
• Handle inbound/outbound interactions via phone, email, and ticket updates.
• Maintain consistent ticket progression with clear notes and actions.
• Communicate resolutions professionally to customers and field technicians.
• Own cases end-to-end, escalating only when necessary.
• Stay updated on product changes, system updates, and policies.
• Meet training, certification, and QA standards.
• Collaborate with Incident Coordinators and cross-functional teams (Field Services, Problem Management, Engineering).

Skills

Networking & Linux

HW/SW Troubleshooting

International Voice Support

English Proficiency

Analytical Skills

Education

Graduate

Job description

Role: Technical Escalation Specialist (Team Lead Level)

Location: Chennai

Job Details

• Experience: 3+ years
• Notice Period: Immediate
• Shift Timings: Rotational shift
• Working Days: 5
• Transport: One-way availability

Experience in Digital Signage troubleshooting is preferred

Good Networking & Linux Knowledge

Strong Hardware & Software troubleshooting Skills

International Voice technical Support Experience

Key Responsibilities

• Act as the primary technical escalation point for L1 or field teams.
• Manage complex troubleshooting and coordinate with L3 or vendor teams.
• Ensure structured communication and ownership until case closure.
• Utilize defined tools, knowledge bases, and system access to support customers and technicians.
• Handle inbound/outbound interactions via phone, email, and ticket updates.
• Maintain consistent ticket progression with clear notes and actions.
• Communicate resolutions professionally to customers and field technicians.
• Own cases end-to-end, escalating only when necessary.
• Stay updated on product changes, system updates, and policies.
• Meet training, certification, and QA standards.
• Collaborate with Incident Coordinators and cross-functional teams (Field Services, Problem Management, Engineering).

Key Skills & Knowledge

• Strong analytical and troubleshooting skills across hardware/software environments.
• Excellent written and verbal communication in English.
• High attention to detail and structured problem-solving approach.
• Ability to multitask and manage multiple open tickets.
• Customer-focused mindset with accountability for resolution.
• SLA compliance, QA scores, customer satisfaction, and case progression metrics.

Education: Graduate