Tech Support Executive L2

KG Invicta Services; Coimbatore District; On-site; INR 350,000 - 750,000; Full time

Job summary

KG Invicta Services in India seeks a skilled Technical Support Executive L2 to troubleshoot issues, provide advanced support, and ensure timely incident resolution. The role requires strong technical troubleshooting, clear communication, and a willingness to work exclusively in night shifts.

You will handle Level 2 tickets for hardware, software, OS, and network problems, perform root cause analysis, coordinate with internal teams, and ensure SLA adherence while keeping users updated on progress.

Qualifications

• Strong troubleshooting and problem-solving abilities.
• Knowledge of hardware, software, operating systems, networking, and support processes.
• Experience handling L2 escalations and incident management.
• Familiarity with ticketing tools and IT service management processes.
• Good verbal and written communication skills.
• Ability to work independently and manage multiple requests.
• Willingness to work permanent night shift with no day-shift rotation.

Responsibilities

• Provide Level 2 technical support for hardware, software, network, and system-related issues.
• Diagnose, troubleshoot, and resolve technical incidents escalated from the L1 support team.
• Perform root cause analysis and implement appropriate corrective actions.
• Manage incident tickets, track resolutions, and maintain accurate documentation.
• Troubleshoot operating system, application, connectivity, and user access issues.
• Coordinate with internal technical teams and other stakeholders to resolve complex issues.
• Ensure compliance with service-level agreements (SLAs) and support procedures.
• Maintain professional communication with users and provide timely updates on issue resolution.

Skills

Troubleshooting

Technical support

L2 escalations

Incident management

Ticketing tools

Communication

Night shift

Job description

Job Summary

We are looking for a skilled and customer-focused Technical Support Executive L2 to troubleshoot technical issues, provide advanced support, and ensure timely resolution of incidents. The ideal candidate should have strong technical troubleshooting skills, good communication abilities, and a willingness to work exclusively in night shifts.

Key Responsibilities

• Provide Level 2 technical support for hardware, software, network, and system-related issues.
• Diagnose, troubleshoot, and resolve technical incidents escalated from the L1 support team.
• Perform root cause analysis and implement appropriate corrective actions.
• Manage incident tickets, track resolutions, and maintain accurate documentation.
• Troubleshoot operating system, application, connectivity, and user access issues.
• Coordinate with internal technical teams and other stakeholders to resolve complex issues.
• Ensure compliance with service-level agreements (SLAs) and support procedures.
• Maintain professional communication with users and provide timely updates on issue resolution.

Required Skills

• Strong troubleshooting and problem-solving abilities.
• Knowledge of hardware, software, operating systems, networking, and technical support processes.
• Experience handling L2 escalations and incident management.
• Familiarity with ticketing tools and IT service management processes.
• Good verbal and written communication skills.
• Ability to work independently and manage multiple support requests.
• Willingness to work in a permanent night shift with no day-shift rotation.