Specific Responsibilities:
- Second-Level Support:
- Providing support for application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team.
- Troubleshooting and resolving common technical problems related to operating systems, networks, and applications.
- Communicating with clients via email, chat, and phone to provide updates and resolve issues.
- Training junior members in the team on technologies and advanced troubleshooting.
- Root Cause Analysis & Knowledge Base:
- Documenting Root Cause Analyses (RCA) for recurring incidents and creating knowledge base articles to share solutions with internal teams and clients.
- Continuously improving knowledge base content and contributing to the creation of documentation to address common issues.
- Client Communication:
- Effectively communicating with clients, ensuring explicit updates and timely resolutions for reported issues.
- Acting as a liaison between technical teams and clients to ensure a smooth support experience.
- On-Call & Shift Work:




- Participating in on-call support on a weekend rotational basis, ensuring systems remain operational during off-hours.
- Willingness to work in a rotational shift, providing flexibility for 24/7 support coverage.
- Problem-Solving & Troubleshooting:
- Demonstrating strong analytical and problem-solving skills, identifying the root causes of issues, and providing effective solutions.
- Proactively monitoring systems and escalating issues when necessary to minimize downtime.
- Collaboration & Teamwork:
- Collaborating with cross-functional teams (e.g., infrastructure, application development, and support) to resolve issues.
- Maintaining effective communication with internal and external teams, ensuring smooth handoffs and resolution of issues.
- Escalating issues as needed to Level III analysts or development teams for resolutions.

Required Skills/Qualifications:
- 3 years of experience in IT support, system administration, or a related fi

📌 Senior System Engineer (Bengaluru)
🏢 Campus Management
📍 Bengaluru