Tech Support Executive L2

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.