Enhancesys - L2 Support Engineer - Ticketing System

Description :

We are looking for a skilled L2 Support Engineer with 1-3 years of hands-on experience in technical support and issue resolution.

You will serve as the Second level contact point for unresolved issues from the L1 team, working closely with L1 teams, developers, and system administrators to ensure high-quality service delivery and system reliability.

Key Responsibilities :

• Handle escalations from L1 team , perform troubleshooting of the bugs and fine RCA.
• Ensure timely resolution of escalated service tickets and meet service level agreements (SLAs)
• Collaborate with engineering and development teams to report bugs, software defects, and identify areas for product improvements.
• Monitor systems and services proactively to prevent downtime or performance degradation
• Perform Deployments and maintenance activities.
• Work on a rotating shift schedule to provide continuous support for the customer.

Qualifications :

Preferred Skills (Optional) :

1. Experience with scripting languages (e.g.,PowerShell, Linux script).

2. Knowledge of Postman API, SoupUI, MongoDB, SQL, Jenkins

3. Experience with monitoring tools (e.g., Grafana).

(ref : hirist.tech)