Key Responsibilities
of an L2 Support Role: 1. Incident Logging and Tracking:
- Responding to customer requests email or ticketing systems.
- Gathering relevant information from database and understanding the issue.
- Providing clear resolutions and escalation to relevant teams and tracking.
- Ensuring accurate records for future reference or escalation to higher support levels.
- Work in night shifts as per roster 2. Escalation Management:
- Escalating more complex or unresolved issues to Level 3 support teams.
- Providing all relevant information and context when escalating incidents. 3. Monitoring and Reporting:
- Monitoring systems for alerts, incidents, and potential issues.
- Generating reports or tracking metrics (e.g., response times, resolution times). Skills & Competencies:
- Technical Knowledge:
- Basic understanding of operating systems (Windows, Mac, Linux).
- Familiarity with common business software (e.g., Microsoft Office, email clients).
- Experience with ticketing systems like ServiceNow, Zendesk, or Jira.
- Communication

Skills:

- Clear verbal and written communication, especially when explaining technical information to non-technical users.
- Active listening and empathetic service skills.
- Problem-Solving:




- Ability to think logically and troubleshoot common issues based on available resources.
- Ability to follow step-by-step procedures for diagnosing problems and resolving basic issues.
- Time Management:
- Ability to handle multiple tasks and prioritize based on urgency.
- Ensure timely responses and follow-ups.
- Attention to Detail:
- Accurately logging incidents and categorizing issues based on impact.
- Attention to user needs and ensuring quality service. Educational

Qualifications:

- A Bachelors degree in computer science, information technology, or a related field is preferred, but not always required.
- Very valuable with SQL
- Hands on experience with Oracle preferred

Experience:

- Typically requires 1-2 years of experience in IT support or a similar customer service role.
- Experience in handling support tickets is beneficial.
- Familiarity with customer service tools and troubleshooting methods is a plus. Tools and Software Commonly Used:
- Ticketing systems: Symphony preferrable.
- Remote desktop software: TeamViewer, AnyDesk, Remote Desktop Protocol (RDP).
- Good to have Insurance domain knowledge.
Role & responsibilities

📌 Support Engineer (Thane)
🏢 3i Infotech
📍 Thane