L2 Support Engineer (5-10 yrs)

About Role :

This will involve troubleshooting network and system issues, as well as staying updated on code and feature releases, and collaborating with engineering to identify and address bugs and workarounds for clients. You will also work closely with internal teams to maintain processes, knowledge articles, and instructions for both internal and external customers, ensuring smooth operations and excellent customer service.

Job Description :

- Need to manage client communication.

- Need to install, configure and maintain the softwares.

- Communicate with the QA and Dev team for issues and provide proper information for a particular issue.

- Build and configure tools to reduce the occurrence of errors and improve customer experience

- Perform root cause analysis for errors

- Deploy applications like Web server (Apache, Nginx, etc.), Database server (MySQL, MongoDB), VoIP applications (Asterisk, Freeswitch, Opensips, etc) as per requirement.

- Provide technical assistance in Web Server, Database Server, VoIP Applications, etc to the internal/external customers.

- Need to provide training to the team.

- Manage High Availability and DB replication

- Need to work and resolve issues in defined SLA to increase customer satisfaction

Requirements :

- Excellent communication skills & Should be able to communicate & write in English

- Strong knowledge of Linux

- Excellent knowledge of VoIP and SIP

- Should have experience in installation & configuration of Products

- Good knowledge in any open source VoIP solutions like Asterisk, FreeSWITCH, OpenSIPS, Kamailio

- Good experience in tools like wireshark, tcpdump, sipp, fail2ban & IPtables

- Must have excellent analytical and troubleshooting skills

- Good knowledge of Mysql, Mongo Database

- Experience & knowledge of Database Replication & Heartbeat configuration will be required.

- Good experience in Client Support Sr. VOIP Support Engineer

Job Summary :

We are seeking a dedicated and customer-focused L2 Support Engineer to join our team. As an L2 Support Engineer, you are the direct point of contact for our clients, providing technical assistance and support for incoming queries and issues related to our custom build application (tragofone) on Android , IOS , MAC & windows. Your primary goal will be to ensure client satisfaction by efficiently resolving their technical problems.

Key Responsibilities :

- Respond to customer queries via phone, email, or chat in a timely and professional manner.

- Diagnose and troubleshoot basic technical issues related to software, hardware, and network.

- Escalate complex issues to L3/L4 support teams when necessary, providing detailed information and context.

- Track and document all support interactions and resolutions in the ticketing system.

- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

- Provide accurate information on IT products or services.

- Identify and suggest possible improvements on procedures.

- Follow up with customers to ensure their technical issues are resolved.

- Maintain a high level of customer satisfaction through excellent service.

- Participate in training sessions to stay updated on product knowledge and industry trends.

Qualifications :

- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.

- Basic understanding of computer systems, mobile devices, and other tech products.

- Excellent problem-solving and communication skills.

- Familiarity with help desk software (e.g., OTRS, Jira).

- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

- Strong attention to detail and organizational skills.

Preferred Qualifications :

- Certification in Linux or similar.

- Experience with network security practices and anti-virus programs.

- Familiarity with different operating systems and platforms (Windows, Mac, Linux). & android/IOS in case of mobile.