L2 Technical Support Engineer

Lyros Technologies Pvt Ltd-CMMI Level 3; Bengaluru; On-site; INR 550,000 - 750,000; Full time

Job summary

Lyros Technologies Pvt Ltd-CMMI Level 3 in Bengaluru is seeking an L2 Technical Support Engineer to deliver advanced technical support to clients and resolve complex issues. The role emphasizes cross-functional collaboration, knowledge-base development, and mentoring of L1 staff to raise overall support quality.

The ideal candidate will have experience in L1/L2 support, strong problem-solving skills, excellent communication, and proficiency with ticketing systems and remote tools.

Qualifications

• Proven experience in technical support, specifically in L1 and L2 roles.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication skills, both verbal and written.
• Familiarity with support ticketing systems and remote support tools.
• Ability to work collaboratively in a team environment.

Responsibilities

• Provide L2 support to clients, resolving escalated issues from L1.
• Collaborate with cross-functional teams to identify and resolve technical problems.
• Document and track issues in the ticketing system with timely updates.
• Assist in developing support documentation and knowledge base articles.
• Participate in training and mentoring of L1 support staff to enhance their skills.
• Stay updated with latest technologies and industry trends to provide the best support.

Skills

L2 technical support

Problem solving

Strong communication

Ticketing systems

Remote support tools

Team collaboration

Job description

We are seeking an L2 Technical Support Engineer to join our dynamic team in Karnataka. The ideal candidate will be responsible for providing advanced technical support to our clients, ensuring that their issues are resolved efficiently and effectively. This role requires a strong understanding of technical support processes and the ability to troubleshoot complex issues.

Key Responsibilities

• Provide L2 technical support to clients, addressing and resolving escalated issues from L1 support.
• Collaborate with cross-functional teams to identify and resolve technical problems.
• Document and track issues in the support ticketing system, ensuring timely updates and resolutions.
• Assist in the development of support documentation and knowledge base articles.
• Participate in training and mentoring of L1 support staff to enhance their technical skills.
• Stay updated with the latest technologies and industry trends to provide the best support possible.

Required Skills

• Proven experience in technical support, specifically in L1 and L2 roles.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication skills, both verbal and written.
• Familiarity with support ticketing systems and remote support tools.
• Ability to work collaboratively in a team environment.