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L2 Support Engineer-ALH
PureSoftware
posted 19hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
As an L2 Support Engineer , you will be responsible for providing second-line support for resolving technical issues reported by users. You will work closely with the L1 support team to address escalated incidents and service requests, ensuring that issues are efficiently diagnosed and resolved. This role requires deep technical knowledge and problem-solving skills to support and maintain IT systems, software applications, and infrastructure.
Key Responsibilities - Act as the primary point of contact for all L2 support issues, providing timely and efficient resolution of incidents and service requests escalated from the L1 team.
- Troubleshoot and resolve complex technical problems related to hardware, software, network, and system configurations.
- Collaborate with internal teams, including development, infrastructure, and operations, to resolve issues that require further escalation.
- Perform root cause analysis of recurring technical issues and suggest proactive solutions.
- Document technical issues, solutions, and best practices in the knowledge base.
- Monitor and manage incidents, ensuring all issues are logged, prioritized, and tracked to resolution within agreed SLAs.
- Provide support for system configurations, installations, and upgrades for IT infrastructure, networks, and applications.
- Conduct system diagnostics and troubleshooting for software, network, and infrastructure-related issues.
- Assist in managing user accounts, permissions, and access to various systems and applications.
- Ensure security best practices are followed and provide guidance on data protection and user security protocols.
- Collaborate with L3 support or vendors to resolve high-priority issues when necessary.
- Provide training and guidance to L1 support staff on resolving common technical issues and improving efficiency.
- Prepare regular reports on incident resolutions, service requests, and overall system performance.
- Participate in on-call support rotation as required. Application support, Windows administration, DevOps (Apps Level)/Terraform, PowerBI/PowerApps/PowerAutomate
Employment Type: Full Time, Permanent
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23% candidates got the interview through other sources.
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What people at PureSoftware are saying
What PureSoftware employees are saying about work life
based on 408 employees
Flexible timing
Monday to Friday
No travel
Day Shift
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