Level 2 Technical Support Engineer

Concentrix; Chennai District; On-site; INR 500,000 - 800,000; Full time

Job summary

Concentrix is seeking an L2 Technical Support specialist in Chennai to act as the primary escalation point for L1 and field resources, handling complex troubleshooting and coordinating with L3 or vendor teams to resolve issues quickly and efficiently.

You will provide structured communication, maintain detailed case notes, and own incidents from initiation to closure, while staying current with product updates, policy revisions, and QA standards to meet service level agreements and customer

Qualifications

• Strong analytical and troubleshooting skills across hardware and software.
• Excellent written and verbal communication in English.
• High attention to detail and structured problem-solving approach.
• Ability to multitask and manage multiple open tickets simultaneously.
• Customer-focused with accountability for end-to-end resolution.
• SLA compliance and QA score awareness.
• Case aging and progression metrics awareness.

Responsibilities

• Act as the primary technical escalation point from L1 or field resources.
• Manage complex troubleshooting and coordinate with L3 or vendor teams.
• Provide structured communication and ownership through to case closure.
• Handle inbound and outbound interactions via phone, email, and case updates.
• Ensure consistent daily ticket progression with updated notes and actions.
• Maintain ownership of cases until resolved, escalating only when necessary.
• Stay informed of product updates, system changes, and policy revisions.
• Collaborate with cross-functional teams as required.

Skills

Analytical skills

Communication skills

Attention to detail

Multitasking

Customer focus

SLA compliance

QA scores

Customer satisfaction

Case aging

Education

Graduate/Undergraduate

Job description

L2 Technical Support

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities

• Act as the primary technical escalation point from L1 or field resources.


• Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.


• Provide structured communication and ownership through to case closure.


• Use defined tools, knowledge bases, and system access to support customers and technicians effectively.


• Handle inbound and outbound interactions via phone, email, and case/ticket updates


• Ensure consistent daily ticket progression with clear, updated notes and actions.


• Provide professional and concise communication of resolutions to both customers and field technicians.


• Maintain strong ownership of cases until resolved, escalating only when necessary.


• Stay informed of product updates, system changes, and policy revisions.


• Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).


• Partner with the Incident Coordinators to triage and assign incoming cases appropriately.


• Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.

Key skills & knowledge

• Strong analytical and troubleshooting capability across hardware and software environments.


• Excellent written and verbal communication skills in English.


• High attention to detail and structured problem-solving approach.


• Demonstrated ability to multitask and manage multiple open tickets simultaneously.


• Customer-focused mindset with accountability for end-to-end resolution.


• SLA Compliance (Response and Resolution)


• QA Scores


• Customer/Technician Satisfaction


• Case Aging and Progression Metrics


• Education – Graduate/ Undergraduate

Location: IND Chennai - Fortune Towers