Sr.L2 Support Engineer

Company Detail

Trellance is the leading provider of cloud technology solutions, data analytics and business intelligence , and professional services and consulting for credit unions. Trellance leverages best in class technologies to design and implement leading edge network and cloud solutions for the financial services industry. The companys services and solutions help their clients grow with the latest technologies while maintaining a strong security and compliance position. Founded in 1989, Trellance is headquartered in Tampa, Fl., and serves more than 1,500 organizations throughout the United States.

Experience Required

5-7 years

Shift time :

7:30 am to 4:30 pm (IST)

Education Qualification

BE/ B. Tech, MCA, BCA

Job Description

Under general supervision, follows established policies, processes, and procedures to provide technical support to end users on various products, services, and issues. Proactively troubleshoots and communicates with clients through tickets, telephone calls, in-person interactions, and email requests. Documents, tracks, and monitors client issues to ensure timely resolution. An L2 Support Engineer also monitors and performs preventative maintenance on various products, services, and data center infrastructure while tracking results, and issues, and working toward a resolution with other teams as needed. Responds to inquiries and/or provide information upon request from clients, employees, or vendors.

Role & Responsibilities

Excellent communication skills - both verbal and written.

Effective listening skills.

Product support, software usage assistance & operational advice.

Problem diagnosis, root cause analysis & corrective action.

Escalation points for issues being escalated from Level 1 globally.

Handle requests presented from any customer, partner, or site worldwide.

Providing technical support product software products to external Customers.

Manage/Respond to user tickets and address the application issues.

Open to flexible work timings.

Experience in providing contact center support.

Experience utilizing call management and trouble above-averages.

Demonstrate proper phone etiquette.

Possesses strong customer relations skills.

Ability to prioritize appropriately and multi-task effectively.

Competencies and Technical Skills

Excellent written and verbal communication skills for coordinating across different teams in English

Providing L2 technical support to respective L1 engineers with defined SLAs.

Monitoring and administrating network (Switches, Firewall, Routers, Wireless equipment) and server.

L2 Support for troubleshooting server hardware and Operating system-related issues.

Operating Systems Windows.

Mandatory Skills

Microsoft Windows Server, all versions

Microsoft Windows 10 and 11

Microsoft 365 - Email, Intune, Teams, Sharepoint

Anti-malware software experience

Patch installation and management

Microsoft Office Products

Understanding of connectivity and WAN technologies

Basic understanding and troubleshooting for network connectivity

Preferred Skills

Citrix technologies

Active Directory

Azure Active Directory

Scripting

VMware technologies