Second Level Technical Support Engineer

Job Summary:
To handle all the incoming bug raised to him by the first
line technical support and provide 2nd line technical
support queries professionally and efficiently,
maintaining a high degree of customer service.
Communicate updates to requests in a timely manner
Communicate using set of professional templates

Roles & Responsibilities
• To provide 2nd line technical support queries professionally and
• efficiently, maintaining a high degree of customer service.
• Communicate updates to requests in a timely manner
• Communicate using set of professional templates • Prepare FAQ for repetitive cases
• To ensure that all SLA’s are met.
• To work effectively and productively with 3rd line support.
• To take ownership of user problems, perform a technical diagnosis and fix the
• issue either remotely or on-site.
• To document all interactions using the ticketing system.
• Document root cause analysis of all issues
• Produce statistics bi-weekly on support situations.
• To maintain user security on all systems.
• Supporting users by providing necessary training and advice.
• Maintain and administer the ticketing system
• Test fixes before being deployed
• Organize code in projects related repositories
• Follow development best practices