L2 Support Engineer
Job Description:
What you will work on:
We are looking for an experienced L2 Support Engineer to join our technical support team. The
ideal candidate will have strong written and verbal communication skills, a solid understanding of
SQL, and excellent diagnostic abilities. In this role, you will handle complex technical issues
escalated from Level 1 support, troubleshoot problems, and provide effective solutions to ensure
high levels of customer satisfaction.
Key Responsibilities:
Provide second-level support for customer issues, escalating to higher-level support as
necessary.
Troubleshoot, diagnose, and resolve technical issues related to software, hardware, and
network systems.
Utilize SQL skills to query databases, analyze data, and resolve database-related
problems.
Collaborate with other support engineers, development teams, and stakeholders to
effectively resolve issues.
Document troubleshooting steps, issue resolutions, and updates in the support ticketing
system.
Offer guidance and mentorship to Level 1 support staff to assist them in resolving
common issues.
Participate in root cause analysis and suggest process improvements to enhance service
quality.
Follow up with customer service representatives (L1 team) to ensure complete issue
resolution and maintain outstanding customer service.
Primary Requirements:
Excellent written and verbal communication skills for effective interaction with customers
and internal teams.
Strong knowledge of SQL, particularly SQL Server, with the ability to write and
troubleshoot queries.
Good diagnostic and problem-solving skills, emphasizing root cause analysis.
Experience with support ticketing systems and remote troubleshooting tools.
Ability to debug problems in web browsers using developer tools.
Familiarity with software development processes, networking, and operating systems.
Capacity to work in a fast-paced environment and manage multiple priorities.
Preferred Qualifications:
Bachelor’s degree in computer science, Information Technology, or a related field.
2+ years of experience in technical support or a similar role.
Knowledge of programming languages or scripting is a plus.
Experience with MS SQL Server databases.
Familiarity with Postman for API testing is a plus.
Company Profile
They want to change how primary healthcare works.
Their vision is to connect disparate healthcare systems and stakeholders through the power of integrated, well-designed software.
Telephonic Interview Available
- Telephonic interview are scheduled for this job opening.
- Interested Candidates are requested to apply and get recruiter contact number for telephonic interview.
- Candidates can call recruiter on given contact to start telephonic interview during working hours.