L2 Support Engineer

Client of Exceed IT Services

Employer Active

Posted 20 hrs ago

Experience

1 - 3 Years

Job Location

United Arab Emirates - United Arab Emirates

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

1. Handle second-level support tickets escalated from L1 support.

2. Diagnose and resolve software related issues.

3. Monitor system performance and ensure optimal uptime.

4. Provide support for enterprise applications, operating systems, and business tools.

5. Collaborate with infrastructure and development teams for deep-dive troubleshooting.

6. Document incidents, solutions, and processes in the internal knowledge base.

7. Perform root cause analysis for recurring issues and suggest long-term solutions.

8. Follow up with users to ensure full resolution of issues and high user satisfaction.

9. Ensure SLA and KPI compliance for issue resolution and ticket handling.

10. Participate in on-call rotation or extended support hours as required.

Desired Candidate Profile

1. Handle second-level support tickets escalated from L1 support.
2. Diagnose and resolve software related issues.
3. Monitor system performance and ensure optimal uptime.
4. Provide support for enterprise applications, operating systems, and business tools.
5. Collaborate with infrastructure and development teams for deep-dive troubleshooting.
6. Document incidents, solutions, and processes in the internal knowledge base.
7. Perform root cause analysis for recurring issues and suggest long-term solutions.
8. Follow up with users to ensure full resolution of issues and high user satisfaction.
9. Ensure SLA and KPI compliance for issue resolution and ticket handling.
10. Participate in on-call rotation or extended support hours as required.

Company Industry

  • Recruitment
  • Placement Firm
  • Executive Search

Department / Functional Area

  • IT Software

Keywords

  • L2 Support Engineer

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Client of Exceed IT Services

https://www.exceeders.com/pages/vacancies/single/1405?v_status=1&v_expression=&v_createdOn=&v_search=&v_pageNumber=1&v_vacancyType=All&v_contractIds=&v_workTimeIds=&v_countryIds=&v_presenceIds=&v_publishedOn=&v_displayId=&v_experinceIds=&vacancyTab=0&showTab=jobSeeker&selectedTabIndex=0&callFrom=main-list&vacancyCandidateTab=0

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