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Velocity Clinical Research

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3.6

based on 7 Reviews

1 Velocity Clinical Research L2 Support Engineer Job

L2 Support Engineering

Velocity Clinical Research, Inc.

3.6

based on 7 Reviews

3-5 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

L2 Support Engineering

Velocity Clinical Research

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Computer Science Software Configuration Management Clinical Research Product Management Incident Management Production Support

+ 3 more

Job Description

- The primary responsibility of a L2 Support Engineer will include monitoring, analysing, and troubleshooting of the issues received daily
- Accountable to log, track and manage Incidents and Service Requests
- Use Incident logging and Bug tracking tools to document customer incidents quickly and effectively
- Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems globally to different level and Resolving Workgroup as per Userlocation; tracked status of problems and solutions
- Documented and tracked all received requests in incident management system
- Scheduled onsite technicians to repair or replace faulty hardware
- Identified priority Ticket and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators- Working on production support, attending calls, troubleshooting the applications

Qualifications

Required Skills/Abilities:

- Excellent communication skills- L2 technicians should have worked on documented processes and workflows provided by Clients or higher-level support representatives, vendors, product management, etc.- Should have experience as L2 to maintain a Runbook which they can use for immediate resolutions.- Must have capability of finding solutions from previous cases using the knowledge base.- Must have knowledge of closing and re-assigning jobs.- Must have knowledge of handling break/fix configuration issues.- Guiding customers on troubleshooting.- Helping customers manage software installations and repair.

Education and Experience:

- Bachelorin Management Information Systems, Computer Science, IT, or equivalent.

Employment Type: Full Time, Permanent

Read full job description

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