Job Opening For The Post Of L2 Support Engineer

Job Description:

What you will work on:
We are looking for an experienced L2 Support Engineer to join our technical support team. The
ideal candidate will have strong written and verbal communication skills, a solid understanding of
SQL, and excellent diagnostic abilities. In this role, you will handle complex technical issues
escalated from Level 1 support, troubleshoot problems, and provide effective solutions to ensure
high levels of customer satisfaction.
Key Responsibilities:
 Provide second-level support for customer issues, escalating to higher-level support as
necessary.
 Troubleshoot, diagnose, and resolve technical issues related to software, hardware, and
network systems.
 Utilize SQL skills to query databases, analyze data, and resolve database-related
problems.
 Collaborate with other support engineers, development teams, and stakeholders to
effectively resolve issues.
 Document troubleshooting steps, issue resolutions, and updates in the support ticketing
system.
 Offer guidance and mentorship to Level 1 support staff to assist them in resolving
common issues.
 Participate in root cause analysis and suggest process improvements to enhance service
quality.
 Follow up with customer service representatives (L1 team) to ensure complete issue
resolution and maintain outstanding customer service.
Primary Requirements:
 Excellent written and verbal communication skills for effective interaction with customers
and internal teams.
 Strong knowledge of SQL, particularly SQL Server, with the ability to write and
troubleshoot queries.
 Good diagnostic and problem-solving skills, emphasizing root cause analysis.
 Experience with support ticketing systems and remote troubleshooting tools.
 Ability to debug problems in web browsers using developer tools.
 Familiarity with software development processes, networking, and operating systems.
 Capacity to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications:
 Bachelor’s degree in computer science, Information Technology, or a related field.
 2+ years of experience in technical support or a similar role.
 Knowledge of programming languages or scripting is a plus.
 Experience with MS SQL Server databases.
 Familiarity with Postman for API testing is a plus.