Walk in Drive for: L2 Technical Support Engineers Chennai

Concentrix; Chennai District; On-site; INR 450,000 - 600,000; Full time

Job summary

Concentrix in Chennai is seeking an L2 Technical Support Engineer with 3+ years of experience to act as the primary escalation point for complex technical issues, coordinating with L3 teams and vendors to drive case closure.

You will handle inbound/outbound communications via phone, email, and ticket updates, maintain detailed notes, and collaborate with Field Services, Problem Management and Engineering to meet QA standards and ensure customer satisfaction.

Qualifications

• Graduate or undergraduate degree required.
• Minimum 3+ years of experience in L2 technical support or similar.
• 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 ticket updates.
• Ensure daily ticket progression with updated notes and actions.
• Communicate resolutions clearly to customers and field technicians.
• Maintain ownership until resolution, escalating when necessary.
• Stay informed of product updates and policy revisions; meet training and QA standards.
• Partner with Incident Coordinators to triage and assign cases.
• Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering.

Skills

Analytical thinking

Troubleshooting

English communication

Customer focus

Multi-tasking

Education

Graduate/ Undergraduate

Job description

Role

L2 Technical Support Engineers

Designation

L2 Technical Support Engineers

Location

Chennai

Years Of Experience

3 +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.
• 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
• Immediate Joiners Preferred .

Education

Graduate/ Undergraduate

Disclaimer

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'