L2 Support Engineer

Key Responsibilities : Position Overview : We are seeking experienced and dedicated Application Analysts to join our Level 2 Support team. The Application Analysts will be responsible for providing advanced technical support and troubleshooting for our company's applications, ensuring smooth operation and minimizing downtime. The ideal candidates should possess a strong technical background, excellent problem-solving skills, and a customer-focused mindset. Key Responsibilities : Provide Level 2 technical support for a variety of applications, addressing complex issues escalated from Level 1 support. Analyze and diagnose application-related problems, identifying root causes and implementing effective solutions in a timely manner. Collaborate with cross-functional teams, including developers, quality analyst, and infrastructure teams, to resolve issues and improve application performance. - Document detailed incident reports, including troubleshooting steps, resolution actions, and follow-up plans. - Act as a subject matter expert for assigned applications, staying up-to-date with their functionalities, configurations, and integrations. - Participate in regular knowledge-sharing sessions to contribute insights and best practices to the support team. - Assist in the testing and validation of application updates, patches, and enhancements before deployment. - Prioritize and manage multiple support tickets simultaneously, ensuring adherence to service level agreements (SLAs). - Provide guidance and mentorship to Level 1 support analysts, helping them develop their technical skills and knowledge. - Collaborate with end-users to understand their needs, gather feedback, and provide guidance on using applications effectively. - Contribute to the creation and maintenance of support documentation, including user guides and knowledge base articles. Qualifications and Requirements : - Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience). - Proven experience working in Level 2 application support, with a strong understanding of software troubleshooting and problem-solving methodologies. - Proficiency in analyzing application logs, database queries, and system configurations to diagnose issues effectively. (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 11/25/2024