L1/L2 Support Engineer Jobs Opening in Essilor India Private Limited at Bengaluru
FEATURED JOBL2 Desktop Support Engineer
organization.
Job Description
Key Responsibilities
Ticket Resolution: Investigating and resolving escalated tickets that require advanced technical knowledge.
Troubleshooting: Performing in-depth analysis of hardware, software, network, and application issues, including log analysis.
Technical Implementation: Applying configuration changes, applying patches, and running data insert/update scripts to restore service.
RCA and Documentation: Conducting Root Cause Analysis (RCA) and creating knowledge base articles to document solutions for future reference.
Escalation Management: Acting as the liaison between L1 and L3, providing clear, detailed reports when escalating bugs to development teams.
Monitoring & Performance: Maintaining system performance and ensuring compliance with SLA (Service Level Agreement) requirements.
Required Skills and Qualifications
Experience: 3+ years in technical support, troubleshooting, or a similar IT role.
Technical Skills: Proficiency in SQL (for database queries), log analysis (e.g., Splunk, Kibana), and operating systems (Windows/Linux).
Networking Knowledge: Understanding of networking protocols and infrastructure components.
Analytical Skills: Strong ability to diagnose complex problems and identify root causes.
Tools: Experience with IT Service Management (ITSM) tools like Jira, ServiceNow, or BMC.
