The L2 Support Engineer is responsible for providing advanced technical support and resolving complex technical issues for customers or internal teams.
This role requires troubleshooting skills, deep technical knowledge, and the ability to work with various systems, applications, and hardware.
The engineer will serve as an escalation point for L1 support and will be tasked with diagnosing and resolving problems that cannot be solved at the first level of support. Key Responsibilities:
Resolve complex technical issues, such as system malfunctions, application errors, or network problems.
Handle escalated incidents from L1 support and ensure timely resolution.
Work closely with other support teams, developers, and stakeholders to solve issues effectively.
Monitor the performance of applications and systems, proactively identifying potential issues before they escalate. Requirements:
A degree in Computer Science, Information Technology, or a related field.
2-4 years of experience in IT support, technical support, or a related field, with a focus on L2 support.
Experience providing exceptional customer support in technical environments.
Certifications such as ITIL, CompTIA A+, or other relevant certifications are desirable. Technical Skills:
