L1 / L2 Application Support

Proeffico Solutions is looking for L1 / L2 Application Support to join our dynamic team and embark on a rewarding career journey.n an IT Helpdesk role, there are typically three levels of engineers: L1, L2, and Lead Engineer. Here's an overview of each level:L1 (Level 1) Engineer: L1 engineers are the first point of contact for end-users or customers seeking technical assistance. Their primary responsibilities include:Responding to incoming support requests via phone, email, or ticketing system.Providing basic troubleshooting and technical assistance for common issues such as password resets, software installations, network connectivity problems, and hardware malfunctions.Documenting and escalating complex issues to higher-level support teams when necessary.Following standard operating procedures (SOPs) and knowledge base articles to resolve issues efficiently.Providing excellent customer service, ensuring prompt and accurate responses to inquiries.L2 (Level 2) Engineer: L2 engineers have a higher level of expertise and handle more complex technical issues. Their responsibilities include:Taking ownership of escalated tickets from L1 engineers and providing advanced troubleshooting and resolution.Conducting in-depth analysis of software, hardware, or network-related problems.Collaborating with other technical teams and vendors to resolve complex issues.Assisting in the development and maintenance of support documentation and knowledge bases.Mentoring and providing guidance to L1 engineers.Participating in root cause analysis and problem management to prevent recurring issues.