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L2 Support Engineer

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Job Details

Working to troubleshoot and determine root cause for technical escalations on an enterprise web application Troubleshooting issues by going through the log files with a thorough attention to detail Provide assistance on medium to high level complexity support inquiries Responding quickly and intelligently to production issues and facilitating communication between L1 and Development When the case is unable to be solved within the specified guidelines, pass the case on to the development team for further investigation Contribute to the knowledge base and actively use the existing documents in the resolution of support cases Properly log documentation regarding support inquiries into the CRM system Provide assistance to other team members Proactively keep management informed of critical customer issues/concerns Working late hours in the evenings, as neededSkills & Requirements Above 60%, graduation in IT/Comp Sc (not BA, BCom) 7+ years of relevant work experience supporting an enterprise application Understands SOP to address customer reported issues Basic understanding of scripting, web application (need not be an expert) Hands-on experience in writing basic to medium complex SQL queries for Oracle database Very strong communication skill both in written and spoken Has learnt how to use web basedportals/products in different domains in the shortest possible timeframe.
Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 7-12


Application Programming | Configuration/Release Mgmt | Desktop Support | Network Administration
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