Technical Support Engineer 2

Concentrix; Chennai District; On-site; INR 450,000 - 850,000; Full time

Job summary

Concentrix in Chennai is seeking an L2 Technical Support Engineer with 3+ years of experience to join our escalation team. You will handle complex troubleshooting and serve as the main technical point of contact for L1 and field resources.

You will coordinate with L3 or vendor teams, ensure case closure with precise notes, and maintain professional communication. This role requires strong hardware and software troubleshooting skills and excellent English communication.

Qualifications

• 3+ years of L2 technical support experience.
• Experience with hardware and software troubleshooting.
• Excellent written and verbal English communication.

Responsibilities

• Act as the primary technical escalation point from L1 or field resources.
• Coordinate with L3 or vendor teams for complex troubleshooting.
• Provide structured communication and ownership through to case closure.
• Use defined tools, knowledge bases, and system access to support customers and technicians.
• Handle inbound and outbound interactions via phone, email, and case/ticket updates.
• Ensure consistent daily ticket progression with updated notes and actions.
• Escalate only when necessary and maintain ownership of cases.

Skills

Analytical thinking

Troubleshooting

Hardware knowledge

Software knowledge

English communication

Tools

IP

Gateway

Network

DNS

OS installation

POS file

CMS

Linux

Ubuntu

Job description

Role: L2 Technical Support Engineers

Location: Chennai

Experience: 3 plus years

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
• Required Hardware skills/basic knowledge- Screens/Displays, Switches, Media player, Cables/wires.
• Required Software skills/basic knowledge-IP, Gateway, Network, DNS, OS installation, POS file, CMS, Linux, Ubuntu
• Immediate Joiner Prefered .
• Excellent written and verbal communication skills in English.